Job Status: Full-time, Exempt
Reports to: VP, Analytics & Insights
Job Summary: NexRep is an industry leader in providing dynamic virtual contact center solutions, including talent acquisition, certification and learning, technology and security, and workforce optimization. Our team is experiencing a high rate of growth as we partner with our clients to build customer service solutions both in the US and overseas. 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. 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.
Essential Functions:
- Manage end-to-end workforce management responsibilities for all assigned accounts
- Collaborate and nurture relationships with internal clients in Operations and Client Services
- Generate daily, weekly, monthly, and annual forecasts
- Review forecast accuracy, and make proactive recommendations to minimize variances
- Clean forecast data weekly and monthly to maintain forecast accuracy
- Recommend proper contact center staffing levels
- Project staffing level shortages and overages
- Track all agent movement and attrition
- Report on agent schedule adherence
- Report on sourcing and attrition impact to the short-term and long-term forecasts
- Track and report on agent performance and productivity
- Analyze and report on operational KPIs
- Conduct complex root-cause analyses to understand variances and inform future planning
- Conduct ad-hoc analyses to answer both operational and workforce-related questions
- Attend and provide insights and recommendations at internal team and program meetings
- Attend and provide insights at external / client meetings