Date: Dec 20, 2013
Location: Miramar, FL, US
Performance and Planning Analyst - Miramar, FL-13010116
Description
Job Responsibilities:
Are you looking for an opportunity to join a team where two days are never the same? Do you enjoy working with others to solve problems, make decisions and find solutions? Do you thrive in an environment where a sense of urgency and determination to resolve issues at hand are keys to success? These Operations Analysts will be responsible for strategically planning the off-phone activities for the local site or work-at-home market as well as ensuring the weekly staffing plans are managed appropriately.
The position will:
- Be a critical member of the local leadership team, acting as the bridge between operations and Call Center Management support
- Conduct regular staff planning sessions with the local leaders
- Partner with peers in the Resource Management Group and other support teams to ensure consistent communication across the teams
- Plan meetings, training sessions and other business time off the phones, balancing theses events with ensuring proper staffing levels remain to service the callers in a timely manner
- Perform regular reconciliations of vacation time availability and usage
- Analyze key business metrics (AHT, adherence, etc.) and develop strategies for improved performance and implement the solutions, all in partnership with the appropriate leaders
- Act as the first point of contact for all issues with IEX usage, including vacation requests or other time off the phones as well as reporting needs
- Drive the focus on customer servicing by creating a sense of urgency for agent availability, working closely with key teams to identify and address performance gaps and implement immediate solutions
Qualifications
Required Skills/Qualifications:
- Minimum of 3 years leadership experience in a call center environment, preferably relating to planning and performance management
- Experience using ASPECT/IEX or any comparable workforce management software (IEX experience strongly preferred)
- Working knowledge of Microsoft Office programs (Outlook, Excel, Word and PowerPoint) as well as the telecom software Avaya CentreVu Supervisor
- Outstanding interpersonal skills with strong emphasis on building relationships and partnering with various departments to achieve business objectives and goals.
- Established ability to drive results toward business goals
- Excellent written and verbal communication skills with the ability to translate business requirements into communications tailored to specific audiences
- Must be available to work within the center or platform hours of operations, including evenings and weekends. Shift differentials apply for evening/weekend Schedule:
Job: Operations
Primary Location: US-Florida-Miramar
Schedule: Full-time
Nearest Major Market: Fort Lauderdale
Nearest Secondary Market: Miami
Job Segments: Telecommunications, Telecom, Strategic Planning, Performance Management, Call Center, Technology, Strategy, Human Resources, Customer Service
Description
Job Responsibilities:
Are you looking for an opportunity to join a team where two days are never the same? Do you enjoy working with others to solve problems, make decisions and find solutions? Do you thrive in an environment where a sense of urgency and determination to resolve issues at hand are keys to success? These Operations Analysts will be responsible for strategically planning the off-phone activities for the local site or work-at-home market as well as ensuring the weekly staffing plans are managed appropriately.
The position will:
- Be a critical member of the local leadership team, acting as the bridge between operations and Call Center Management support
- Conduct regular staff planning sessions with the local leaders
- Partner with peers in the Resource Management Group and other support teams to ensure consistent communication across the teams
- Plan meetings, training sessions and other business time off the phones, balancing theses events with ensuring proper staffing levels remain to service the callers in a timely manner
- Perform regular reconciliations of vacation time availability and usage
- Analyze key business metrics (AHT, adherence, etc.) and develop strategies for improved performance and implement the solutions, all in partnership with the appropriate leaders
- Act as the first point of contact for all issues with IEX usage, including vacation requests or other time off the phones as well as reporting needs
- Drive the focus on customer servicing by creating a sense of urgency for agent availability, working closely with key teams to identify and address performance gaps and implement immediate solutions
Qualifications
Required Skills/Qualifications:
- Minimum of 3 years leadership experience in a call center environment, preferably relating to planning and performance management
- Experience using ASPECT/IEX or any comparable workforce management software (IEX experience strongly preferred)
- Working knowledge of Microsoft Office programs (Outlook, Excel, Word and PowerPoint) as well as the telecom software Avaya CentreVu Supervisor
- Outstanding interpersonal skills with strong emphasis on building relationships and partnering with various departments to achieve business objectives and goals.
- Established ability to drive results toward business goals
- Excellent written and verbal communication skills with the ability to translate business requirements into communications tailored to specific audiences
- Must be available to work within the center or platform hours of operations, including evenings and weekends. Shift differentials apply for evening/weekend Schedule:
Job: Operations
Primary Location: US-Florida-Miramar
Schedule: Full-time
Nearest Major Market: Fort Lauderdale
Nearest Secondary Market: Miami
Job Segments: Telecommunications, Telecom, Strategic Planning, Performance Management, Call Center, Technology, Strategy, Human Resources, Customer Service
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