• Sr Operations Planning Analyst

    Job Locations US-TX-Allen
    Req No.
    2018-1899
    Category
    Call/Contact Center
    Type
    Regular Full-Time
  • Overview

    The Senior Operations Planning Analyst provides operational support to drive maximum productivity, cost effectiveness and member service. Partners with the workforce management, management staff, and training functions within the Contact Center, which is comprised of phone, email and chat channels. Analyzes and forecasts interaction volumes, identifies relevant customer and business trends, recommends staff requirements, and monitors performance to optimize front-line team member productivity and engagement and enhance the member experience.

     

    Creates, automates, manages and executes all reporting and tracking of key performance metrics. Extracts and formats data from multiple systems into usable reports and dashboards, and ensures timely delivery. Provides supporting data for capacity planning to ensure hiring plans are in place to maintain appropriate staffing levels.

     

    Partners with managers and training teams to support communication of proper workflows, processes and procedures, and ensures team members are provided the time to be appropriately trained. The Analyst will also support the development and implementation of forward looking department strategies to improve performance, including identifying and addressing prevalent issues based on trend analysis and root cause analysis. The Analyst will also provide support and back up on related systems and functions associated with Contact Center operations.

    Responsibilities

    • Develops and maintains key performance indicators, statistical modeling, cost optimization analysis, daily / monthly dashboards and reporting to measure operating standards and facilitate effective decisions
    • Serves as a subject matter expert in developing and implementing various programs, projects, and initiatives; heavily involved in any process that involves customer contact, including new/enhanced Contact Center technologies
    • Proactively identifies and oversees continuous improvement opportunities, gains in efficiency and reduced costs in Contact Center operations through in-depth analysis
    • Provides regular communication to business leaders and Contact Center management in order to create full understanding of and alignment with operational plans and strategic objectives
    • Partners with Workforce Analyst to prepare and/or oversees creation of annual, monthly and daily staffing forecasts for multi-site contact center
    • Provides reporting analytics to support the optimization of IVR and skill based routing
    • Partners with the management team on the development and execution of hiring plans
    • Minimizes downtime through partnership with Information Technology support teams and compliance with established support and escalation procedures
    • Supports and provides documentation for business continuity plans
    • Stays current on emerging service center technology, telephony and operating trends
    • Travels to support Credit Union initiatives as needed and performs other duties as assigned

    Qualifications

    • In-depth understanding of contact center performance metrics, workforce management principles, methodologies, and technology
    • 5+ years of contact center experience, including workforce management and reporting/analytics, preferably within a credit union or financial services
    • 3+ years of demonstrated success specific to creating and automating reports/dashboards and performing in-depth analysis in a contact center
    • Experience using CISCO based systems (CUIC & Calabrio) a plus
    • Bachelor’s Degree in computer science, statistics, mathematics, finance, business, accounting or related field. Equivalent work experience may be substituted for educational requirements.
    • Requires advanced analytical, math and problem solving skills
    • Detail oriented, highly organized, and able to work in a fast-paced environment with multiple simultaneous priorities
    • Demonstrated project management skills
    • Ability to challenge the status quo
    • Flexible, easily adapts to frequent change
    • Able to collaborate with multiple teams in different geographic locations
    • Demonstrated strong verbal, written, and presentations skills
    • Proactive working style with the ability to work with minimal supervision
    • Proven ability to meet deadlines with accuracy
    • Demonstrated ability to quickly learn new systems and processes with strong documentation skills
    • Proficiency in Microsoft Excel, Word, PowerPoint, Access, Visio, and Windows operating systems

     

    Physical Standards With or Without Reasonable Accommodations:

    Requires the ability to sit/stand for extended periods of time (up to 7 hours daily); repetitive motion of hands for typing, gripping, grasping, filing, etc.; the use of commonly-found office equipment; and occasional stooping, bending and squatting.

    Important Notice:

    The purpose of this job description is to provide information about the functions of the position, as they are currently defined. In addition to these functions, the position includes any duties required by your supervisor and/or management.

    Management reserves the right to change any employee’s duties and/or duty description at any time as it deems necessary or appropriate. Employment with UNIFY Financial Credit Union is at-will. UNIFY Financial Credit Union is an Equal Opportunity Employer.

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