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Washington, District of Columbia, United States of America
JOB #R2104740

Call Center Program Analyst

Working at ICF means applying a passion for meaningful work with intellectual rigor to help solve the leading issues of our day. Smart, compassionate, innovative, committed, ICF employees tackle unprecedented challenges to benefit people, businesses, and governments around the globe. We believe in collaboration, mutual respect, open communication, and opportunity for growth.

We are currently interviewing Call Center Program Analyst professionals. As a Program Analyst you will be responsible providing reports, analyze historical data and interpret call trends. The Program Analyst will identify, communicate and resolve risks and issues to eliminate or mitigate the occurrence of consequences that may impact the success of the project.

The Call center metrics including the ability to draw correlations, identify root causes, and summarize results for stakeholders Conducting statistical analysis, identifying trends, and advising of potential changes to improve productivity. This consist of preparing, consolidating, and analyzing weekly, monthly, and quarterly reports as well as developing operational forecasts.

Requirements:

       Bachelor’s Degree and specialized experience providing data analysis for a multi-tier/level Call Center required

       Minimum of five (5) years of experience examining and analyzing large quantities of data and providing statistical analysis/forecasting pertaining to data obtained through various platforms

       HDI Certification is preferred but not required.

Additional Required Knowledge and Skills:

       Ability to create pivot tables using Microsoft Excel

       Proficiency with using Tableau to create data visualization tools

       Ability to adapt to changing environments and to apply creative solutions to various challenges

       Ability to demonstrate analytical skills

       Ability to educate and inform senior management and Federal staff on various alternatives

       Ability to manage multiple deliverables under extreme time constraints

       Ability to conduct comprehensive research and analysis

       Ability to consolidate data points from multiple applications into one resource

       Ability to create statistical modeling of call center data

Working at ICF

Working at ICF means applying a passion for meaningful work with intellectual rigor to help solve the leading issues of our day. Smart, compassionate, innovative, committed, ICF employees tackle unprecedented challenges to benefit people, businesses, and governments around the globe. We believe in collaboration, mutual respect, open communication, and opportunity for growth. If you’re seeking to make a difference in the world, visit www.icf.com/careers to find your next career. ICF—together for tomorrow.

We can only solve the world's toughest challenges by building an inclusive workplace that allows everyone to thrive. We are an equal opportunity employer, committed to hiring regardless of any protected characteristic, such as race, ethnicity, national origin, color, sex, gender identity/expression, sexual orientation, religion, age, disability status, or military/veteran status. Together, our employees are empowered to share their expertise and collaborate with others to achieve personal and professional goals. For more information, please read our EEO & AA policy.

COVID-19 Policy: New or prospective U.S. employees must provide proof of complete vaccination on the date of their commencement of employment. If selected for employment, you will provide proof of your full vaccination status, defined as vaccinated two weeks after receiving the requisite number of doses of a COVID-19 vaccine approved or authorized for emergency use by the FDA.

Reasonable Accommodations are available, including, but not limited to, for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs, in all phases of the application and employment process. To request an accommodation please email icfcareercenter@icf.com and we will be happy to assist. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations. Read more about non-discrimination:  EEO is the law and  Pay Transparency Statement.

Washington, DC (DC02)

FILE UNDER
Operations

Who is ICF?

A global consulting services company with +7,000 people across +70 countries, but we are not your typical consultants.
LEARN MORE ABOUT ICF

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Join our talent network

ICF is growing, and we add new open roles to our site regularly. If you're waiting for that perfect opportunity at ICF or want an inside look at what it's like to do world-changing work, join our talent network to stay updated.

Join our talent network

ICF is growing, and we add new open roles to our site regularly. If you're waiting for that perfect opportunity at ICF or want an inside look at what it's like to do world-changing work, join our talent network to stay updated.