Statistical Analyst

Job Category: Biotech/R&D/Science Career Level: Experienced (Non-Manager) Location: Boston, MA 02108 Status: Full Time, Employee Company: Fidelity Reference Code: 0803144 Statistical Analyst JOB TITLE:  Statistical Analyst GRADE:  25 Position SummaryThe Statistical Analyst will develop in depth analyses of all factors affecting customer experience as they call into PWI service centers.  The major role of the Statistical Analyst is to be proactive in delivering value-added data/analytical services to the Call Center’s Management Team.  These activities include and are not limited to monitoring call volume activity, call quality, and customer satisfaction to alert management of potential problems and recommend alternative solutions to ensure a high degree of customer experience is maintained.  The incumbent is also responsible for working closely with various members of Channel Management in providing reporting and analysis relative to the call center’s performance which includes providing valuable business insight to the call center’s monthly business review prepared for senior management. Major FunctionsKey factors for success in this position is an ability to respond quickly to information changes and perform detailed analyses and modeling scenarios as required.  The candidate must present a professional demeanor in dealing with call center business units and other internal/external clients.  This position will be responsible for ongoing improvement projects and cost savings initiatives.   Statistical Analysis · Direct the analyses of call volume, average handle time and other drivers against planned/forecasted objectives to examine the overall customer experience.· Produce and analyze Key Performance Metrics (KPIs) and recommend ways to optimize metric integrity and identify other effective metrics for management review. ·  Simulate the impact of proposed initiatives/tactics and their effects on average speed to answer, abandoned rates, handled times, and other KPIs.· Ability to interpret data at a granular level is extremely important.  · Develop quantitative/predictive models and techniques such as Regression Analysis and drivers based modeling to predict population impact, response call rates, average handle times and volumes distributions by month, day, and half hour.· Apply Online Analytical Processing Techniques (OLAP) using information access tools such as SAS, Brio, and Crystal by retrieving transaction data from the call center’s data marts.· Define value-added decision support/online analytical tools to improve data analysis capabilities and provide analytical insight for the monthly business review process.· Recommend organizational and process improvements where necessary to reduce costs and increase productivity.· Satisfy a wide range of business planning needs with innovative and quantitative analysis techniques Communication ·  Lead interface to Call Center Operations Mangers to provide detailed statistical analysis and support. Satisfy a wide range of business planning needs with innovative and quantitative analysis techniques.  · The incumbent has moderate interface with the Call Center’s senior management team as well as other senior managers across the organization.· Responsible for preparing and delivering business presentations to the call center senior management team. · Manage multiple projects in a dynamic environment.Qualifications·  Bachelors in Mathematics, Statistics, Industrial Engineering, and Operations Research required.·  2+ Years of business analysis experience ·  Experience in Statistical Analysis Techniques·  Excellent Oral and Written Communication Skills·  PC Skills: MS Word, EXCEL, PowerPoint, Access·  Decision Support Tools: IEX, TCS, SAS, Crystal, Brio·  Familiarity with database marketing and data warehouse analytical techniques·  Ability to think both tactically and strategically ·  Ability to work under pressure to satisfy tight deadlines·  Quick decision making skills and strong business intuition  Desirable Skill and Experience Â·  Strong knowledge of call center operations desired·  Team Player·  Self- Motivated·  Ability to adapt to dynamic business environment and changing job priorities·  Results oriented· High quality standards