Real-Time Operations Support Specialist

2 months ago


San Antonio, Texas, United States MillenniumSoft Full time
Job Title: Real-Time Operations Support Specialist

We are seeking a skilled Real-Time Operations Support Specialist to join our team at MillenniumSoft. The ideal candidate will be responsible for analyzing and interpreting data to support real-time staffing levels and improve efficiency in our workforce.

Key Responsibilities
  • Data Analysis and Interpretation
    • Create meaningful interpretation of data to facilitate decision-making in the workforce space
    • Support analysis and recommendations to improve staffing levels and efficiency
    • Analyze operational support data and draw valid conclusions
  • Operational Support
    • Monitor, forecast, and manage workflows to achieve service level goals
    • Implement new monitoring methods for operational improvement
    • Lead projects to implement new processes for operational improvement
  • Reporting and Communication
    • Prepare recommendations and reports to drive process improvement efforts
    • Work with managers to ensure adequate staffing and develop contingency plans
    • Track output and activity levels for productivity analysis
  • Collaboration and Support
    • Collect and analyze Voice of Customer survey metrics
    • Support collaboration efforts to ensure technology access for associates
    • Assist in troubleshooting system errors affecting operations
    Requirements
    • 3+ years of call center experience
    • 3+ years of Data Management or Analytics experience
    • Experience with Genesys Cloud, Power Bi, and Salesforce applications
    Preferred Skills
    • Strong knowledge of Microsoft Office applications
    • Excellent communication and interpersonal skills
    • Ability to interface with all levels of management
    • Advanced Excel, Power Bi, and Access skills
    • Strong problem-solving and organizational skills
    • Comfortable working remotely
    Eligibilities
    • High school diploma or equivalent
    • Bachelor's degree preferred


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