Responsibilities

• Develop and monitor call center related reports, including call queue metrics on handle time, queue time, and SLA performance.
• Construct Operations Specialist performance reporting for queue, non-queue, and back office related work.
• Forecast long-term talent requirements to help our Talent Management team recruit and onboard sufficient personnel to meet business needs.
• Monitor and report on customer-specific quality scores.
• Assist with department-specific financial reporting.
• Gather data to help compose monthly reviews of the operational and financial performance of the division.
• Solid project management capabilities with the ability to organize and manage multiple projects simultaneously from origin through execution.
• Organize, analyze, interpret, and report on large amounts of raw data with the ability to extract relevant conclusions and present the results to the senior leadership team.

Competencies

• Ability to translate data into analysis and then into actionable insights
• Ability to present complex information in an understandable and compelling manner
• Strong analytical and quantitative skills
• Effective problem-solving skills

Qualifications

    Minimum Qualifications

• Education Level: undergraduate degree (Business, Finance, Accounting, Statistics, Mathematics, preferred)
• 1-3 years of analytical work experience
• Computer Skills: Advanced proficiencies in: Microsoft Word, Excel, PowerPoint, Outlook
• High level of proficiency with Excel & PowerPoint

    Preferred Qualifications

• System Experience: Tableau, R, or SQL
• Ability to develop relationships with internal and external clients 
• Excellent attention to detail and time management skills including the ability to prioritize multiple time-sensitive deadlines in a complex, fast-paced environment
• Proven organizational skills with attention to detail
• Exceptional at developing business partnerships
• Strong communications skills
• Strong interpersonal skills