Real-Time Operations Support Specialist
2 months ago
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
- 3+ years of call center experience
- 3+ years of Data Management or Analytics experience
- Experience with Genesys Cloud, Power Bi, and Salesforce applications
- 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
- High school diploma or equivalent
- Bachelor's degree preferred
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