Responsibilities:
· Prepare and analyze Key Reports and Metric dashboards to be made available to all relevant stakeholders
· Responsible for analyzing operational performance and providing insights to his/her respective department
· Internally this includes the creation of visualizations, publishing of required daily, weekly, and monthly reports and scorecards. Externally this includes providing reports for daily, weekly, and monthly reporting for clients, as requested by operational leaders
· Responsible for the timely and effective implementation of all governance requirements
· Provides analytics on scheduling, forecasting, trends and capacity planning opportunities with operations
· Responsible for the timely and effective implementation of all governance requirements
· Review historical performance and recommend action plans and schedule adjustments
· Responsible for sending Interval reports and EOD Reports to highlight running performance on call metrics and provide postmortem analysis if required for call
· document any service impacting situations
· Sends Incident Reports and Recommendation for coaching on agents violating policies affecting program metrics to Operations.
Requirements:
· Working knowledge and technical understanding of Workforce Management principles and calculations (COPC)
· Candidate must possess a Bachelor’s / College Degree in any field. (Courses related to Mathematics and Actuarial Sciences is a plus) - college undergrads who completed 1st year are acceptable
· Interface effectively and professionally with all levels of management both internally and externally
· Excellent Oral and Written communication skills
· Must be able to adapt drastically to schedule changes to meet operational demands