Job Description


InContact Analyst

Category:
Corporate Office
Location:
13907 Minuteman Dr 5th Floor
Draper Utah 84020
Job ID:
324524
Job Description:

JOB PURPOSE:

The InContact Analyst is responsible for overseeing the day-to-day real time operations of the Contact Center and making key decisions and recommendations to leadership through analytical modeling. The Functional Analyst will support testing and implementation of a large technology project. Ideal candidates for this role will use their technical and analytical skill to drive
efficiencies and provide insights that facilitate an optimal customer service experience. This candidate will also use troubleshooting expertise on Contact Center applications to provide Tier 1 Support as needed. The main system utilized is NICE InContact (CXone) so prior exposure will be essential.


KEY RESPONSIBILITIES:

  • Configures and maintains the interactive voice response system
  • Provides TIER 1 Support on Contact Center applications
  • Creates reporting and analytics to identify business trends at multiple levels within the organization
  • Extracts data from NICE InContact and works with and combines multiple data sources to provide high-level and drill-down reporting and thorough analysis
  • Defines the metrics required to measure business performance, compares actual data to forecasted values, and develops the process for identifying and addressing performance gaps
  • Works independently to construct complex statistical and financial models to report, trend and forecast business performance
  • Works closely with business leaders to develop reporting and analytics based on historical and forecasted data and reports
  • Additional duties as assigned

Benefits & Compensation

Acima understands that employment is the sum of many parts. Our compensation is very competitive, starting at $50,000+ annually based on experience and qualifications. Our total benefits round out what we feel is a complete package. From day one you’ll experience:

  • Company activities (Ping-Pong tournaments, health pushes, etc.)
  • Department snacks and treats
  • Employee referral bonus program

After 60 days you’ll have access to:

  • Medical insurance
  • Dental plans
  • Vision plans
  • Supplemental insurance (long-term/short-term disability, life insurance, etc.)
  • Health Savings Account (HSA) with company match
  • Company paid holidays
  • Paid Time Off (PTO)

After 90 days, you’ll have access to our 401(k) plan

 

About Acima

Acima Credit (Acima) based in Draper, Utah is a young and dynamic leasing company that provides consumers financing options for life necessities that otherwise would not be available to them. We help with financing options from tires/wheels to furniture and appliances. Acima blends the use of innovative online technology with a fast and easy application process for thousands of retailers nationwide. Customers love us because we make the impossible possible. Retailers love us because we make it easy for them.

Acima is growing at a tremendous rate. Recognized as one of the fastest growing companies (by the Mountain West Capital Network and the Utah Business Magazine) we need awesome people to continue to propel that growth. Here you’ll find a place where you can learn, progress and grow professionally. You’ll be challenged to think creatively, work hard and make smart decisions.

 

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