WFM - Business Analyst

4 weeks ago

Bangalore Metropolitan Area, India Vervent Full time

Summary:


  • The Business Analyst is a key player in supporting the operational teams and deliver exceptional service. Focused on efficiency, and resource optimization.
  • Responsible for all aspects of workforce planning, best practice and resource plans for the different contact channels, capacity planning, automation staffing requirements, service level, outliers, handle times, shrinkage, occupancy, and other call center metrics.
  • Daily intra-departmental communication and relationship building are key aspects of this role.


Responsibilities:


  • Provide a high level of advice and support on all workforce planning matters.
  • Actively track behavior in volumes and forecast accuracy to engage and adapt based on historical and seasons.
  • Actively contribute to a constructive, high performing team and organizational culture.
  • Provide trend analysis and feedback to management team to improve call, handle time, and shrinkage.
  • Actively engage in absenteeism, handle time, and agent related behaviors that may lead to an update in our capacity planning, make the necessary adjustments and inform the stakeholders.
  • Providing leadership tools (e.g. dashboards, presentations, etc.) to assist with measuring progress. Provide back-up support for scheduling processes.
  • Communicate daily with multiple lines of business to ensure active involvement in scheduling, tactical planning, and analysis activities.


Requirements/Qualifications:


  • Bachelor’s Degree any of the field.
  • 5 years’ experience in call center / contact center environment.
  • 3 years’ experience in workforce management.
  • Must be proficient in MS Excel and have a solid background in all MS Office products.
  • Proven experience working with Workforce systems and solutions (IEX, Genesys WFE, Verint, or similar).
  • Basic SQL knowledge.
  • Power BI and/or dashboard creation preferred.
  • Strong analytical and problem-solving skills. Experience analyzing, interpreting and summarizing complex data as it relates to call center technologies and processes.
  • Proven communication across all levels including front-line associates, management, peers, and senior management.
  • Candidate should be Ok to work in US shift timings which is currently set to 5:30 PM02:30 AM and may change based on projects. Experience: Required someone with 5+ years of experience.


Soft Skills:


  • Excellent verbal and written communication skills.
  • Ability to operate well under pressure.
  • Flexibility to adapt to changing environments.
  • Sound decision making ability.


Company Overview


As a fintech leader, Vervent sets the global standard for outperformance by delivering superior expertise, future-built technology, and meaningful services. We support our industry-leading partners with primary strategic services and our goal is to empower companies to accelerate business, drive compliance, and maximize service. Founded in 1986, purchased by current CEO, David Johnson, in 2008 Privately owned by Stone Point Capital, Vervent Management and other passive investors.


Lines of Business:


  • Primary Servicing – Loan, Credit Card & Lease
  • Capital Markets Services – Backup Servicing, Verifications,
  • Collateral Management, Structured Settlements, etc.


Credit Card Programs – within the Vervent Card Division we offer a) Captive Credit Card Programs (secured and unsecured) b) Managed Card Services Global Service Operations supports all divisions to facilitate servicing and card program management Clients include consumer and small business “marketplace” lenders, finance companies, leasing companies, insurance companies, captive finance companies, alternative capital providers, consumers and banks Vervent services ~$150 billion in assets as a primary and backup servicer. It also manages ~1 million consumer

credit cards.


Locations: San Diego, Baja, Portland, Sioux Falls, Philippines, India

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