Workforce Optimization Analyst
7 days ago
Job Summary
The Operations Analyst will utilize data findings and analysis to identify process gaps and opportunities for increased service performance. Key responsibilities include reporting on customer care center operations, providing analytical support of contact center operations, and creating and distributing reports and analysis to leadership and other business partners.
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.
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, or Cisco.
- Experience with call center reporting applications, such as eGain, Nuance, or 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.
- Ability to take initiative, seek out root causes, and explain business performance.
- Excellent organizational skills and ability to balance several on-going projects simultaneously.
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.
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