Strategic Operations Specialist
4 weeks ago
At Equiniti, we are seeking an analytical operations lead to join our team. The analytical operations lead will be responsible for identifying process gaps and opportunities for increased service performance. This individual will utilize data findings and analysis to report information to the leadership team and provide recommendations for solutions.
Key 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.
- Perform analysis of workload volumes and other service metrics.
- Ability to take initiative, seek out root causes, and explain business performance.
Requirements
- Bachelor's Degree, or equivalent work experience.
- 4+ years of experience in workforce management and call center analytics.
- Experience using a workforce planning application such as Verint, Finesse, Cisco.
- Experience with call center reporting applications such as eGain, Nuance, and Verint.
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