About this role
Job Summary:
Provide data and supporting statistics to track and continually improve, troubleshoot and coach call center staff.Perform daily and weekly performance calculations and distribute reports on key metrics such as handling time, hold time, calls per hour and transfer rate. Identify and develop new reporting methods and tool that will lead to improvement in key metrics. Identify process improvement, based on analysis and interactions with Operations and support groups.Streamline and automate processes and reports.Other duties as assigned.Job Functions:
Perform analysis, investigation, and evaluation on business data - 45%Project management functions and facilitation of project team meetings – 25%Manage requests and requirements resulting from interactions with Business Owners, data analysis - 20%Key Job Responsibilities:
Assembles, analyzes and evaluates internal operational data, demonstrating ability to determine trends. Includes the comparison of data across different sources and definitionsGathers, processes, and disseminates that analysis as decision-making(actionable) information to partnering business units, communicating critical problems with appropriate and well reasoned recommendationsIdentify and implement training/development initiatives that will upgrade the skills and capabilities of partnering business unitsProvides problem analysis and resolution support for existing BI applicationsDevelops project cost and benefit estimates to establish project worthDevelop, execute and track project plans and schedulesPrepare routine project status reports. Produce business reports and executive-level presentations.Produces business and functional specification documentation based upon results of analysis and interaction with Business Owners
Educational Requirements:
High School Degree required4 year college degree preferred or equivalent work experience
Professional Experience / Qualifications:
2+ years post-college work experience, preferably in an Operational environmentExcellent communication skills, problem solving, and decision-making abilities.Ability to work independently under minimal supervision.Ability to utilize abstract reasoning techniques in order to build reporting logic and establish creative solutions.Proficient in MS Office products(including Word, Excel, Outlook), MS Visio, and creating/running SQL queriesPrior supervisory experienceExperience in the Call Center industry is requiredProven leadership skills working with business unit managersSolid project management skills, including ability to multi-task and manage work teamsA sound understanding of technology enabled back-office support systems
We look forward to receiving your application. All your information will be kept confidential according to EEO guidelines.