Data Analyst, I

Job Location US-GA-Norcross


InComm is a leading provider of cutting-edge prepaid products, services and transaction technologies to retailers, brands and consumers. InComm supports more than 400,000 points of distribution and helps retailers build prepaid card destinations, connects brands with new markets and gives consumers a simple, secure shopping experience.


InComm stays ahead of emerging trends by analyzing market needs and leveraging its global, innovative commerce platform, go-to-market expertise and extensive partner relationships. With 123 global patents, InComm is headquartered in Atlanta and has offices in North and South America, Europe and the Asia-Pacific region. For more information, visit or follow us on Twitter at


About This Opportunity

Our Customer Care Centers are committed to assisting our customers around the clock, 24 hours a day, 7 days a week. Our Team is made up of individuals who are dedicated to the highest level of service and strive to constantly improve quality through training and development strategies.  The Data Analyst will analyze call center data and reports to better understand trends, improve forecasting and help improve overall call center operations.



Responsible for: 

  • Building and enhancing Customer Operations reports and analytics capabilities.
  • Use MS Office, excel and database tools to create and/or improve existing reports, presentations, and databases to better meet the organizations needs.
  • Using data, provide evaluations, analysis and opportunities for improved customer service support, reduced cost and simplification of processes.
  • Develop tools and reports to measure process improvements along with methods for assessing progress towards goals and objectives.


Primary Duties/Responsibilities:

  • Use data and reporting to identify and track improvements in processes, staffing, costs, service levels, call volumes, wrap-up reporting and other call center functions.
  • Analyze call center data and reports to better understand trends, improve forecasting and help improve overall call center operations.
  • Using available data and reports - provide input and suggestions to management for improvements, cost reductions and changes to improve call center performance.
  • Create and distribute daily, weekly, and monthly reports in support of call center management.
  • Develop and create call center reporting as directed by the call center management.
  • Help develop call center staffing and cost models based on trends, sales forecasting and other relevant data.
  • Using data and reports, review, analyze and improve call center processes by reducing unnecessary, manual or repetitive steps creating improved efficiencies in resources.
  • Assist with analyzing new programs, applications or products and help define the impact (positive or negative) they may have on the organization.
  • Will typically work with call center management, quality teams, trainers, project managers, IT, IVR teams, Reports team, and other support personnel.
  • Become very familiar with the functions and reporting capabilities of I3, CCA, IVRs, ITRAC, FCMS, VMS, Green Card, and VMSCL.
  • Other tasks and responsibilities as assigned.
  • Ability to work flexible hours with potential weekend work. Some overnight travel may be required.



 Desired Skills & Experience:

  • Bachelors Degree in Business or related field preferred
  • Background working with call center analytics, reports and processes
  • Superior attention to detail, high level of accuracy
  • Demonstrate a solid understanding of call center metrics
  • Have proven background of results and improvements in call center operations
  • Experience translating business requirements to real world solutions
  • Demonstrated outstanding communication and presentation skills
  • Demonstrated background taking the lead and driving programs to resolution
  • Demonstrated background working with management and support personnel
  • Extensive background using these or similar applications: MS office (especially Excel and Power Point), Visio, MS Project
  • Excellent time management skills. Ability to function effectively in a fast-paced environment
  • Tableau or Splunk experience preferred
  • Some Six Sigma experience preferred


 InComm is an equal employment opportunity employer.  We adhere to a policy of making employment decisions without regard to race; color; religion; national origin; sex; sexual orientation; pregnancy, childbirth, or related medical conditions; age; disability or handicap; citizenship status; service member status; or any other category protected by federal, state, or local law.


*This position is eligible for the Employee Referral Bonus Program



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