Business Professional - Business Analyst 2 Business Analyst 2

Pay rate range - $35 / hr. to $38 / hr. on W2

Schedule : Hybrid 4 days onsite– Friday WFH

Top skills :

1. Applies analytical and mathematical abilities to develop accurate forecasts of volumes, average handle times, occupancy, and other metrics as required to support advanced forecasting in a highly complex environment.

2. Strong background in forecasting, statistics, people management and analytics in a contact center environment

3. At least 3 years experience in Workforce Management forecasting in highly complex multi-site, multi-skill environments. Verint or any other workforce / scheduling - forecasting system, producing forecast and Headcount needs – at least 2 years

KEY RESPONSIBILITIES / REQUIREMENTS :

Job Responsibilities :

• Administration of WFM system(s)
• Track, analyze, and report performance
• Maintain accurate and historical records
• Manage employee information changes
• Manage scheduling process(s)
• Communicate with management and operations team to ensure compliance with client and company contact standards
• Modify call routing and campaigns to ensure contacts are handled and appropriately answered
• Call out BPOs as it pertains to occupancy, Utilization, Service Level, AHT, …
• Subject to fill-in for other departments based on business needs
• Perform other duties and assignments as directed
• Establish and maintain communication services across business units or from the project team to the organization.
• Maintain the storage and retrieval of all project communications data and business metrics.
• Review contracts, cost proposals, and contract supplements.
• Establish and document business processes.
• Set up project and work breakdown structures.
• Track project budgets and expenditures, and monitor transaction controls and costs against budgets.

Skills :

Education / Experience :

Salary : $35 - $38