Operations Analyst

Management Level

H

Role- Principle process executive

Job Description

High Level Summary

The Workforce Management Analyst will utilize data findings and analysis to identify process gaps and opportunities for increased service performance. Report information to the leadership team and provide recommendations for solutions.

Essential Functions/Responsibilities

• Responsible for reporting on customer care center operations including:
• short and long term staffing needs
• agent performance metrics
• client volume drivers
• event forecasting and results
• RFP pricing requests
• Provide analytical support of contact center operations.
• Create and distribute reports and analysis to leadership and other business partners. Including regular recaps of business performance.
• Perform analysis of workload volumes and other service metrics.
• Ability to take initiative, seek out root causes, and explain business performance.
• Utilize tools and techniques that enhance quality and accuracy of work.
• Real time operations monitoring and reporting as back-up
• Contact center scheduling and planning as back-up
• Maintain working relationships with leadership and business partners, ensuring their performance and support needs are met.
  
  

Education Requirements

• Bachelor’s Degree, or equivalent work experience
  
  

Experience Requirements

• 4+ years of experience in workforce management and call center analytics.
• Experience using a workforce planning applications such as Verint, Finesse, Cisco.
• Experience with call center reporting applications such as eGain, Nuance, and Verint.
  
  

Skills And Abilities

• Advanced proficiency with MS Office applications, especially Excel and Power BI.
• Knowledge of call center management calculations, technologies and key performance indicators.
• Experience with statistical calculations and practical application of analysis output.
• Ability to take initiative, seek out root causes and explain business performance.
• Excellent organizational skills and ability to balance several on-going projects simultaneously.
• Attention to detail.
• Ability to communicate clearly and concisely with confidence.
• Ability to navigate multiple computer systems, applications and utilize search and help tools to independently increase knowledge.
  
  

We are committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships. Please note any offer of employment is subject to satisfactory pre-employment screening checks.