100% Remote
Responsible for providing data analysis to recommend actions of a moderately complex nature to improve business processes to management.
- Gather, validate, and analyze data, to successfully manage internal performance reporting and messaging for Operations
- Analyze lost productivity within our BPO vendors and estimate budgetary impacts
- Compile and analyze interval call volume data and lost productivity risks and make short term schedule recommendations to create operational efficiencies
- Own agent performance scorecards, published monthly, to assist management with performance management
- Track overtime from a productive and budgetary perspective and forecast expected monthly expense and requirements
- Present weekly staffing changes and assist in determining staffing needs to meet operational goals
- Assist with labor requirement forecasting and make recommendations on the timing of staff additions based on historical behaviors
- Perform frequent ad hoc reporting on demand to assist Operations management with decision making
Qualifications
- 3 years overall data analysis experience with proven experience in SQL, R, PowerBI, Looker or other data management/visualization tools.
- Bachelor’s degree in Mathematics, Economics, Computer Science, or similar field.
- Ability to mine data, compile and manipulate in multiple systems/programs and analyze results
- SQL (Snowflake)
- R
- Looker
- PowerBI
- Python
- Ability to create effective presentations for management.
- Excellent communication skills