Associate SME, Customer Engagement Division (CED)
Remote · United States or St. Louis, Missouri, United States
Job Summary
Associate SME in the USDA Rural Development RD Loan Servicing program, leading organizational change through KPI design, business process improvement, and strategic planning within the Customer Engagement Division. The role emphasizes data analysis, performance measurement, and translating insights into actionable recommendations for the contact center, with strong emphasis on KPIs, dashboards, and cross-functional collaboration. Remote work with occasional travel to St. Louis or Washington, DC offices; core hours are 6:00 AM–6:00 PM CST, Monday–Friday.
Required Qualifications
- Strong proficiency in data analysis, reporting, and performance measurement
- Expertise in call center KPIs (AHT, FCR, CSAT, ASA, Service Level, Occupancy)
- Ability to analyze large data sets to identify trends, patterns, and opportunities
- Advanced Excel and Microsoft tools skills (pivot tables, VLOOKUP/XLOOKUP, formulas, charts)
- Experience with reporting tools (Tableau, Power BI, Qlik, etc.)
- Knowledge of workforce management concepts and call forecasting
- Familiarity with Customer Relationship Management and call center platforms (e.g., Cisco, Genesys)
- SQL query experience for data extraction and manipulation
- Strong communication skills to translate insights into actionable recommendations
- Ability to work cross-functionally with Operations, Quality Assessment, Workforce/Flow Management, and Leadership
- Problem-solving skills and a proactive approach to improving performance
- Understanding of customer experience metrics and root cause analysis
- Ability to create dashboards and automated reports
- Close attention to detail and data accuracy
- Experience with statistical analysis techniques
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