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SEIU Local 503

SEIU Local 503
In It Together


Systems Analyst
(Data Insight Analyst)

Based in Portland, OR

 

SEIU Local 503 is Oregon's union of 72,000 nursing home, homecare, child care and other care providers, public and non-profit workers. We are part of the 2 million member Service Employees International Union (SEIU), committed to building power for low-wage workers and engaging in social and economic justice issues facing working families, from affordable housing to immigrant rights. We wage big campaigns to win better wages, healthcare and more secure jobs to help ensure that workers--not just corporations and CEOs--benefit from today’s global economy.

Job Title: Systems Analyst (Data Insight Analyst)
Reports To: Operations Services and Systems Director
Status: Exempt, Permanent, Full-Time

Purpose of the Position:

With shared vision and purpose, we will drive organizational change and effectiveness through a focus on staff and team development, accountability, and equity and inclusion.

This position is responsible for the cultivation, organization, analysis and reporting of data focused on the
operation and efficiencies of the Member Assistance Center & Member Resource Center team.

DUTIES:

  • Drive contact center performance through implementing organizational strategies
  • Implement telephony and omnichannel routing procedures
  • Create and deliver scheduled and ad-hoc reporting for management team, business partners, and key stakeholders within deadlines
  • Populate, implement & interpret a variety of operational performance reports for the Data Insight Coordinator
  • Proactively flag risks to Key Performance Indicators to the Data Insight Coordinator
  • Deliver analysis to operational management – analysis includes information surrounding root cause, impact assessment and identifying key areas for process improvement
  • Deliver training to contact center staff on procedures and application usage
  • Adhere to accuracy standards in all data collection and report publication tasks
  • Generate, provide, and assess initial analytics data of agent efficiency including statistical analysis of the agents and call center performance
  • Ability to analyze and organize data in MS Excel
  • Prepare trend analysis focused on improved efficiencies for presentation and review with Data Insight Coordinator
  • Communicate professionally with all levels of the organization
  • Compile historical performance reporting based on provided templates
  • Maintain daily schedules and employee performance data
  • Manage intra-day staffing levels and communicate real time staffing needs to contact center staff
  • Analyze future service levels based on forecasts and staff schedules
  • Track employee completion of regular trainings
  • Liaise with key organizational partners to schedule trainings and other activities
  • Use graphs, infographics and other methods to visualize data
  • Create presentations using MS PowerPoint for executive audiences
  • Participate in union-wide membership drives, political campaigns and other field activities as assigned. This may include worksite visits, phone banking, house visits, door-to-door canvassing and literature drops. These activities may be required after regular business hours or on weekends.
  • Other duties as assigned.

REQUIRED SPECIAL SKILLS, WORK EXPERIENCE, LICENSES, OR CERTIFICATES:

  • High School Diploma or GED required
  • Strong attention to detail
  • Advanced proficiency in MS Excel
  • Experience with SalesForce or Microsoft Dynamics or similar CRM
  • Administration experience with Five9 or similar cloud-based ACD
  • Experience in contact center environment preferred
  • 1 to 3 years professional experience – Workforce Management or Reporting Analysis – preferred
  • Basic understanding of relational database structure and data analysis techniques

Working Conditions/Environment:
Office and field work involving travel to areas throughout the state and in a variety of environmental situations. The workweek is Monday through Friday plus weekend work as needed. The workday may begin before and extend beyond normal office hours depending on the demands of the assignment.

Pay and Benefits: Positions provide comprehensive fully paid health, dental and vision benefits for employee and eligible dependents, domestic partner benefits, generous holiday and leave policies, a severance package, a monthly car and cell phone allowance, and a 15% employer-paid defined contribution 401K. Compensation range is based on experience $59,100-$80,412 annually.

Hiring: We are committed to hiring staff who reflect our membership and model the unity and equity that we seek to create in Oregon communities. Women, LGBTQ, people of color, and immigrants strongly encouraged to apply.

How to Apply: Submit your cover letter describing your interest and a résumé in one attachment (PDF preferred) by e-mail to: rulisk@seiu503.org

WHEN APPLYING: Be sure to indicate that you saw this information at UNIONJOBS.COM.