Description
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
Requirements
Position Requirements:
Bachelor’s degree in Business, Economics, Mathematics, Statistics or related field
Analytical-minded and fully grasps the value of using data to drive business decisions
3+ years in an analytical role
Highly skilled critical thinker and creative problem solver
Highly organized and efficient
Strong attention to detail
Collaborative, patient, and empathetic when working with others
Willingness to learn a unique and evolving system
Ability to take direction and willingness to implement specific practices
Ability to communicate verbally and in writing across all levels of the organization and with clients
Able to explain technical concepts to a non-technical audience
Advanced Microsoft Excel skills
Intermediate SQL skills
Ability to thrive in a fast-paced, dynamic environment
Contact center experience preferred, but not required.
Hours/Travel
Full-time
Some weekend, evening or holiday hours may occasionally be required to meet client needs.
Some travel may occasionally be required, up to 5-10% of the time and typically no more than one week in length.
This job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee.
NexRep provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.