Sr. Workforce Analyst

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Requisition ID: 122313
Job Category: Operations
Location: United States-California-Clovis-170 West Shaw Avenue Clovis 93612
Posted Date: 8/8/2017 4:59:07 PM


 

Job Title: Workforce Sr. Analyst
Job Summary:
Responsible for monitoring, researching, and reporting on each of the centers and LOBs overall actual productivity performance relative to our planned Customer Contacts handled on a daily, weekly, and monthly basis. Individual will be utilizing existing reports and developing additional tools to identify performance gaps related to productivity, efficiency, and ability to execute plans related to specific actions and initiatives. Once performance gaps are identified, this individual will also be expected to make recommendations to improve performance and partner with our Operational Teams to initiate change.
 
Job Functions:
  • Reviewing productivity and efficiency data to identify areas of improvement      20%
  • Analyzing data specific to areas of concern to identify root cause                                              20%
  • Meeting with appropriate individuals and teams to initiate corrective actions      20%
  • Develop additional tools and techniques to track and monitor performance         20%
  • Other duties as required                                                                                                              20%
Key Job Responsibilities:
  • Identify performance gaps for all sites and LOBs relative to defined goals compared to actual results.
  • Partner with appropriate parties to communicate areas of opportunities.
  • Assist in the creation of action plans and initiatives to close the gap on performance shortfalls.
  • Communicate with leadership team in a timely manner on all issues and impactors related to performance specific to productivity and efficiency
  • Enhance existing reporting tools and information to improve ability to recognize performance gaps.
  • Create additional reports and data sources to support early recognition of problem areas and performance.
  • Establish and maintain a broad and effective intercompany network for a variety of teams which will include but not limited to Operations, IT, HR, Finance, Client Services, and Reporting.
Other Related Duties:
  • Assist in providing information relative to budgeting and planning for financial purposes.
  • Participate on conference calls related to a variety of topics as needed.
  • Assist in development of data warehouse tools and databases.
 
Job Requirements:
Minimum Education & Experience:
  • High School Diploma or equivalent
  • Advance Education-preferably in analytical and/or computer related curriculum
  • 3-5 years working in an analytical role preferably in a call center environment
Knowledge, Skills and Abilities:
  • Experience utilizing data warehouse infrastructures for analyzing performance and gaining insights into root cause of results
  • Strong analytical and deductive reasoning skills
  • Organized and able to work independently but recognizes when to ask for direction, guidance, and assistance
  • Extensive experience in Excel with additional knowledge in writing/maintaining queries in SQL.
  • Strong written and verbal communication skills. Able to communicate and work effectively with different roles and levels within the organization.

Work Environment:
 
  • Office environment. Extensive use of computers and frequent conference calls
  • Periodic meetings with other co-workers face to face.
 
Physical Demands:
 
  • Frequent work performed while sitting and/or standing

 



Job Title: Workforce Sr. Analyst
Job Summary:
Responsible for monitoring, researching, and reporting on each of the centers and LOBs overall actual productivity performance relative to our planned Customer Contacts handled on a daily, weekly, and monthly basis. Individual will be utilizing existing reports and developing additional tools to identify performance gaps related to productivity, efficiency, and ability to execute plans related to specific actions and initiatives. Once performance gaps are identified, this individual will also be expected to make recommendations to improve performance and partner with our Operational Teams to initiate change.
 
Job Functions:
  • Reviewing productivity and efficiency data to identify areas of improvement      20%
  • Analyzing data specific to areas of concern to identify root cause                                              20%
  • Meeting with appropriate individuals and teams to initiate corrective actions      20%
  • Develop additional tools and techniques to track and monitor performance         20%
  • Other duties as required                                                                                                              20%
Key Job Responsibilities:
  • Identify performance gaps for all sites and LOBs relative to defined goals compared to actual results.
  • Partner with appropriate parties to communicate areas of opportunities.
  • Assist in the creation of action plans and initiatives to close the gap on performance shortfalls.
  • Communicate with leadership team in a timely manner on all issues and impactors related to performance specific to productivity and efficiency
  • Enhance existing reporting tools and information to improve ability to recognize performance gaps.
  • Create additional reports and data sources to support early recognition of problem areas and performance.
  • Establish and maintain a broad and effective intercompany network for a variety of teams which will include but not limited to Operations, IT, HR, Finance, Client Services, and Reporting.
Other Related Duties:
  • Assist in providing information relative to budgeting and planning for financial purposes.
  • Participate on conference calls related to a variety of topics as needed.
  • Assist in development of data warehouse tools and databases.
 
Job Requirements:
Minimum Education & Experience:
  • High School Diploma or equivalent
  • Advance Education-preferably in analytical and/or computer related curriculum
  • 3-5 years working in an analytical role preferably in a call center environment
Knowledge, Skills and Abilities:
  • Experience utilizing data warehouse infrastructures for analyzing performance and gaining insights into root cause of results
  • Strong analytical and deductive reasoning skills
  • Organized and able to work independently but recognizes when to ask for direction, guidance, and assistance
  • Extensive experience in Excel with additional knowledge in writing/maintaining queries in SQL.
  • Strong written and verbal communication skills. Able to communicate and work effectively with different roles and levels within the organization.

Work Environment:
 
  • Office environment. Extensive use of computers and frequent conference calls
  • Periodic meetings with other co-workers face to face.
 
Physical Demands:
 
  • Frequent work performed while sitting and/or standing

 
Apply Now    
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