The Workforce, Data, & Metrics Analyst will serve as a key resource supporting the Operations Teams and managing the day to day operations of the contact center. Using the company’s workforce management systems, this role will help ensure service levels are met through forecasting, planning, and making recommendations for staffing changes. The candidate will possess very strong data analytics capabilities and be highly skilled in extracting, organizing, displaying, and interpreting data – and in presenting summary findings of data. With company and agent data currently housed in various systems, the Data & Metrics Analyst will also need to use multiple sources in order to effectively manage the daily operations.
The Workforce, Data, & Metrics Analyst will provide meaningful interpretation of data to help gain a deeper understanding of workforce information and its impact on business results, highlighting key trends and potential problem areas that can help the leadership team with decision making. The candidate will also assist in creating presentations to be utilized and/or leveraged at the senior leadership table. The candidate will be viewed as an important “go to” person within the organization for ongoing staffing, forecasting, data and metrics reporting and ad-hoc data requests as needed.
This position will report to our Corporate Headquarters in Phoenix, AZ.
Uses technology (e.g., CMS Supervisor, Avaya Call Routing, NICE Workforce Management software) to manage day to day results of the contact center, including adjusting staff, skills etc to deliver consistent experience across hours of operation.
Accesses the company’s standard information systems extract important client and process-related information that can be leveraged in creating relevant reports and visual displays showing the current state of the business.
Develops and reviews analytical reports that help to determine the current state of business performance. Transfers data into meaningful visual displays such as histograms, scatter diagrams, time series charts, trend diagrams, pie charts, Pareto charts, box plots, and other representations of business statistical data.
Provides meaningful interpretation of data to foster a deeper understanding of workforce information and its impact on business results, highlighting key trends and potential issues that can help the leadership team with important decision making.
Prepares PowerPoint slide presentations and other creative presentation formats using data from recurring reports, standard templates, and input from other stakeholders, formatting summary findings to meet audience needs given their unique preferences to digest data.
Serves as an internal consultant to department leaders in recommending and creating informative and useful forecasting & staffing dashboard-type metrics that will help them in managing key business drivers affecting the timely delivery of service to clients.
Performs other duties as assigned, including responding to ad-hoc data requests.
Education / Experience:
College degree required. Degree in Mathematics or Statistics preferred.
3 years of experience in the financial services industry.
Proficiency with Microsoft applications, especially Access and Excel, PowerPoint, and Word
Strong SQL skills required; Salesforce reporting experience desired.
Highly skilled with statistics, statistical software, statistical visual displays, and data analysis.
Experience with work force management systems & tools.
Experience with metrics and measurement system (e.g., dashboard) creation.
Call Center Management and Operations experience preferred.
Appreciation of back office operations systems and workflow that impact customer service delivery.
Collaborates and builds partnerships and effective business relationships across organizational lines.
Strong communication skills with the ability to successfully interact at all levels within the organization.
Ability to work independently and to multi-task while working simultaneously on several key tasks.
Ability to lead by example; acting with utmost integrity at all times.