Operational Performance Analyst
3 hours ago
Job Overview
iQor is seeking a highly skilled Operational Performance Analyst to join our team. As an Operational Performance Analyst, you will be responsible for monitoring and optimizing service levels, efficiency, and forecasting.
About the Role
This is a challenging role that requires strong analytical and problem-solving skills. You will work closely with cross-functional teams to identify opportunities for improvement and implement solutions to drive business results.
Responsibilities
- Develop and maintain accurate forecasts of contact center performance, including service levels, efficiency, and staffing needs.
- Analyze historical data and trends to identify areas for improvement and develop recommendations for optimization.
- Work closely with operations teams to implement process improvements and optimize workflows.
- Maintain up-to-date knowledge of industry best practices and emerging trends in contact center operations.
- Collaborate with other departments, such as sales and marketing, to align business goals and objectives.
Requirements
- Bachelor's degree in Business Administration or related field.
- Minimum 1-3 years of experience in a similar role.
- Prior work force management experience, including forecasting, staffing, and scheduling, is desired.
- Prior call/contact center experience, 1 year minimum required.
- Strong analytical and problem-solving skills.
- Excellent communication and interpersonal skills.
- Ability to work in a fast-paced environment and prioritize multiple tasks.
Compensation and Benefits
The salary range for this position is $65,000-$85,000 per year, depending on experience. We also offer a comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off.
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