ANALYST, CALL CENTER OPS

SUMMARY

The Operations Analyst analyzes, tracks call volume and reviews historical data to identify trends and opportunities for process improvement for management staff. Designs and maintains shift bids and statistical activity reports. Mobilizes resources when emergency situations arise regarding waiting Queues.

RESPONSIBILITIES

• Responsible for efficient staff planning including forecast accuracy, scheduling, achieving service levels, adherence and minimizing required staff variance.
• Performs call monitoring and participates in customer and client monitoring programs to identify customer needs and expectations.
• Analizes data gathered to identify root cause and deploy solutions among the Store Technical Support.
• Provides contact between STS and other IT departments to collect exceptions, outages and emergency situations information

REQUIREMENTS

• Level of Formal Education:An Associate's degree (two-year program) or equivalent formal training program.
• Area of Study:Information Technologies, Software studies, computer hardware.
• Years of Experience:One to two years.
• Type of Experience:Technical Support, Customer service, Statistical Analysis.
• Special Certifications or Technical Skills:Fluent in English and Spanish / MS Office / MySQL
• Other/Preferred: