Role Overview
The Operations Data Analyst is a key member of the Workforce Optimization team, providing analytical support to contact center operations, forecasting contact volumes, determining staffing requirements, optimizing the workforce, and reporting on operational performance and productivity.
What You Will Do
Manage end-to-end workforce management responsibilities, generate forecasts, review forecast accuracy, recommend proper contact center staffing levels, track agent movement and attrition, report on agent schedule adherence, and analyze and report on operational KPIs.
Why It Might Be a Fit
We are looking for a dynamic, collaborative, and analytical-minded professional who is ready to jump in with the team to drive the evolution of our department to meet client needs.
Requirements
- Bachelor’s degree in Business, Economics, Mathematics, Statistics or related field
- Analytical-minded and fully grasps the value of using data to drive business decisions
- 3+ years in an analytical role
- Highly skilled critical thinker and creative problem solver
- Highly organized and efficient
- Strong attention to detail
- Collaborative, patient, and empathetic when working with others
- Willingness to learn a unique and evolving system
- Ability to take direction and willingness to implement specific practices
- Ability to communicate verbally and in writing across all levels of the organization and with clients
- Able to explain technical concepts to a non-technical audience
- Advanced Microsoft Excel skills
- Intermediate SQL skills
- Ability to thrive in a fast-paced, dynamic environment
- Contact center experience preferred, but not required
To apply for this job please visit recruiting.paylocity.com.
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