🚀 Analyst 1, Financial Planning & Analysis

Overview

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The WFM & Real-Time (RT) Operations Support Analyst work on a team that is responsible for ensuring BD strategic goals are met through management and oversight of workflows across all QTC locations and GBS. This position is responsible for tracking intraday contact volume, re-directing daily work activities for maximum efficiency, and planning work efforts to help streamline daily operational processes that are critical to organizational success. This position also provides and support oversight and management of key operational support metrics critical to operational support functions such as Quality Assurance, Workforce Management and Training. The RT Ops Support Analyst will also assist technical support and processes that ensure adequate system access is available to all Customer Care personnel.

Work responsibilities include developing dynamic schedules and forecasting, monitoring intraday operations, and ensuring service level goals are achieved across platforms for customer care.

Responsibilities

• Develop dynamic schedules and forecasting
• Create a meaningful interpretation of data through use of tools, industry experience and logic to frame situations and allow meaningful dialogue and decision making in the workforce space
• Support the intraday monitoring, forecasting and management of all org workflows to ensure service level goals are achieved on all platforms for customer care
• Ensure WFM integration with current systems to streamline data collection and analysis
• Use historical data and trends to forecast future workload and staffing needs. Consider factors like seasonal variations and historical performance

Performance Monitoring and Reporting

• Researches and analyzes diversified operational support data to draw valid conclusions
• Be responsible for daily reports and facilitate planning calls and Salesforce case management

Real-Time Monitoring

• Support analysis and recommendations to improve real-time staffing levels and efficiency
• Evaluates and implements new real-time monitoring methods/techniques for ops improvement

Optimize staff allocation to match demand and improve key performance indicators.

Staffing Forecasting & Communication

• Support Real Time Operation Manager and WFM Manager to validate confidence of established influences/drivers (factors determining forecasts) by leveraging advanced statistical methodologies
• Effectively communicate with peers and those we support in the business to ensure high quality and timely completion of work requests

Dashboards & Operational Tracking

• Develop dashboards to track performance metrics
• Works with Real Time Operation Manager to ensure adequate staffing and helps develop contingency plans to mitigate real-time workflow shortages
• Interface with call center leaders to understand the fast changing business needs and makes updates to daily operational workflow processes when necessary

Performance Monitoring & Productivity

• Monitor and track agent performance and productivity
• Acts as team leader of various projects and participates on teams implementing new operational improvement processes
• Analyzes data using web tools and other company software and prepares recommendations and reports to drive high-impact process improvement efforts
• Accurately track actual Customer Care output and the process and activity levels as needed for productivity analysis and resource shortage mitigation
• Responsible for collecting and analyzing Voice of Customer survey metrics to facilitate discussions on operational performance gaps affecting real-time operations

IT Support & Access

• Level one IT Support: Support IT collaboration efforts that ensure adequate technology and system access is available to all associates
• Assist Customer Care as point of contact for IT collaboration on all system errors and troubleshooting efforts affecting real-time operations

Training / Quality Assurance

• Creates, manages, and tracks all operational support metrics supporting Quality Assurance, Workforce Management, and Training functions
• We evaluate metrics to track the full life cycle of each contact, ensuring agent empowerment and client satisfaction
• Provide feedback to quality assurance to help identify areas for improvement, reduce errors, and ensure that the workforce is effectively managed to meet organizational goals

Time Off Scheduling and Approval

• Assistance on projects that will enable their division/stakeholders to continually improve processes by identifying, sharing, and implementing best practices within and across sites
• Support all Real Time Operation manager initiatives on backlog, agent performance and operation reporting
• Scheduling PTO allows for better planning and allocation of resources, ensuring that staffing levels are maintained to meet business needs. By having a clear view of upcoming absences, WFM can create more accurate schedules, minimize disruptions, and maintain KPIs

Additional Details

• Exempt/Non-Exempt Status : Non-Exempt
• Industry Title : JR. FINANCIAL ANALYST
• Job Group : 2
• Project Name : (No Value)
• Contract to hire position : Unknown
• Shift : N/A
• Screening Requirements : N/A

Note: This description retains the original role language and responsibilities as provided.

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