Workforce Analyst II
2 weeks ago
The Reporting Analyst will be responsible for measuring, analyzing, proposing actions plans and controlling results for our KPI’s. Also, will be responsible for producing daily, weekly, monthly and quarterly reports that will be used to determine and communicate trends and achievements of Key Performance Indicators (KPIs).
Responsibilities:
Supporting the Workforce Management efforts to forecasting call, email and chat volumes and produce ad hoc reports as needed.
Analyze phone, email and chat interval data within the workforce management tool to ensure data is accurate and complete for weekly forecasts.
Consult with management regarding trends and changes needed in the Service Center to promote success.
Lead efforts designed to improve KPI’s within the organization by ensuring the most efficient use of current technologies and resources.
Serve as a resource to Service Center Interns assisting with various data-collecting tasks.
Analyze raw data and develop written reports and summaries for various internal and external sources, identifying the main root causes affecting performance.
Contribute in the creation of action plans to improve KPI’s performance, based on analysis results
Qualifications:
Bachelor’s degree in Business Administration, Engineering or similar
1 year Reporting and Analytical experience required (is a plus).
1 year experience working in a high-volume call/contact center preferred.
Strong written and verbal communication skills
Strong decision-making abilities.
Ability to interact effectively with others including Senior Management
Ability to prioritize and multitask in a fast-paced environment.
Ability to utilize multiple systems and applications to complete assigned tasks (i.e. including Avaya CMS and IQ, NICE recording system, Pipkins Workforce Management, Moxie, and Siebel CRM applications).
Strong attention to detail
Ability to work independently and meet deadlines.
Advanced Knowledge of VBA and Power BI
Knowledge and experience in Visual Basic and SQL is required (is a plus)
Advanced level proficiency using Microsoft Office
Ability to maintain a high degree of confidentiality.
Drive for results.
Costumer service oriented
Excellent analytical abilities with the ability to evaluate information and identify trends and key issues.
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