Operations Analyst

Primary Responsibilities :
Enables the contact centers to execute their operations plans. Assists the business in achieving service levels and/or understand why service levels cannot be met. Analyzes what's happening to learn and make recommendations. Makes recommendations to business units to improve their operational performance.

May provide analysis for multiple skills, groups and/or locations. Interacts frequently with Service Delivery Leaders and Managers.

Continuously challenges effectiveness of internal processes, tools and systems, recommending changes, as appropriate.

Utilizes internal processes, tools and systems for on-time delivery.

Develops internal network to effectively utilize key resources.

Uses metrics to manage and assess deliverables


Qualifications :
Bachelor's degree or equivalent experience
2 years contact center experience
Strong analytical skills
Communicates clearly, at multiple levels and with diverse audiences
Proficient in and can operate the suite of standard office software
Database querying and manipulation basics
Contact Center systems - CMS, Siebel, eWorkforcemanager
Understands contact routes and call flows
Influences business outcomes within their scope of responsibility.
Researches and analyzes data within the context of a project, departmental needs, or company direction and makes recommendations for improvements
Prepares presentations with appropriate graphics which visually display pertinent business information
Handles multiple tasks, switches priorities and focus as needed
Builds effective and inclusive relationships with personnel at a variety of levels