Business Analyst

- Drive service levels to the optimal level through analysis of trends and performance
- Handle volume management and analysis including increase/decrease in offline activities and requirements to maximize efficiency
- Process intra-week time off requests and trades in accordance with defined WFM processes
- Monitor Real Time Adherence and alert call center personnel to ensure customer service levels are met
- Deliver reports via MS Office/Word/Excel/Access and Aspect's WFM as required ensuring complete communication of performance and expectation changes
- Communicate changes in intraday business needs
- Other duties as assigned
- Manage intraday staffing levels
- Monitor Real Time agent work state reports
- May assist with storm duty
- Perform other duties and assignments as directed

SKILLS:

QUALIFICATIONS

- Bachelor's degree preferred
- Experience with Microsoft Word and Excel to create spreadsheets and data files
- Technical competence
- Must have a minimum of two years' experience with one or more Workforce platform program(s) (IEX, Blue Pumpkin, WFM,) Aspect WFM preferred
- Strong problem solving/troubleshooting skills with ability to analyze data and summarize through demonstrated analytical skills
- Ability to meet deadlines in a fast paced environment
- Ability to multi-task through shift and prioritize responsibilities to meet deadlines
- Verbal/written communication skills to support various levels of management
- Strong mathematical, analytical, communication, and organization skills
- Self-motivated and must excel in a minimally managed position high profile position
- Knowledge of call center fundamentals
- MUST be flexible to work any shift, even overnight shifts.
- 1-2 years of Call Center experience is needed
- Experience with Work Force Mgt is a huge plus