Business Operations Analyst
5 days ago
Talent500 is seeking a highly skilled Business Operations Analyst to join our team in Call Center Capacity Planning.
Job DescriptionWe are looking for an experienced professional with strong analytical skills and knowledge of Workforce Management (WFM) tools to monitor inbound call traffic, ensure efficient distribution based on staff availability, and analyze call center trends. The ideal candidate will have 3+ years' experience in a contact center environment handling WFM functions, such as monitoring or reporting on call trends, call metrics, or KPIs.
Responsibilities- Monitor call distribution, product routing, priority levels, and load balancing to optimize service and ensure the most efficient use of resources to achieve customer service levels.
- Provide recommendations regarding capacity utilization and effectively enable the operation to meet/exceed operating objectives through accurate and consultative input and guidance.
- Interface with operations and WFM leadership regarding factors impacting performance.
- Bachelor's degree in a related field; high school diploma or GED with relevant experience.
- Strong technical skills, including Microsoft Office, particularly Excel, with intermediate proficiency.
- Knowledge of WFM tools and basic call routing strongly preferred.
Talent500 offers a competitive salary range of $80,000 - $110,000 per annum, depending on experience.
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