Associate SME, Contact Center Performance & Optimization
Project: USDA Rural Development (RD) Loan Servicing
Division: Customer Engagement Division (CED)
Location: Remote, occasional travel to St. Louis or DC offices may be required.
Schedule: Monday – Friday, core hours between 6:00 AM – 6:00 PM CST
Overview:
USDA Rural Development (RD) is the federal government’s investment arm for rural America — providing loans, grants, and loan guarantees to expand access to housing, utilities, broadband, healthcare, and business opportunity in the communities that private markets too often overlook. The Loan Servicing Office manages those loans from the day they close to the day they’re paid off — ensuring families stay in their homes, rural businesses keep their doors open, and communities hold on to the infrastructure investments that keep them running.
USDA RD Loan Servicing is embarking on a transformational effort to increase efficiency, elevate performance, and build operational excellence across its divisions and directorates — all in service of better outcomes for its borrowers. This Subject Matter Expert (SME) will work directly with the Head of the Customer Engagement Division (CED) to lead organizational change through KPI design, business process improvement, and strategic planning across the contact center.
Desired Experience:
- Strong proficiency in data analysis, reporting, and performance measurement.
- Expertise in call center KPIs (AHT, FCR, CSAT, ASA, Service Level, Occupancy, etc.).
- 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.
