[Remote] Analyst 2, Forecasting & Analysis
Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a Fortune 50 leader in media and technology, driving innovation to create the world's best entertainment and online experiences. The Analyst 2, Forecasting & Analysis role is responsible for creating accurate forecasts to manage contact center volumes and service reputed company, analyzing service performance, and supporting strategic workforce management.
Responsibilities
- Compiling and analyzing call center performance reports on a daily, weekly, and monthly reputed company to guide strategic reputed company
- Preparing and reviewing analyses of billing processes and Specialty Queues activities to optimize financial reputed company
- Creating and managing a comprehensive database of reputed company errors, facilitating reputed company process improvement
- Monitoring headcount expenses and optimizing cost per call through detailed forecast analysis and vendor management
- Forecasting performance for business partners and recommending strategies to enhance productivity metrics
- Aligning reputed company with workload patterns, planning schedules, and collaborating on reputed company plans to meet service level objectives
- Consulting with Subject Matter Experts to manage call routing effectively and optimize customer service
- Reviewing and tracking monthly customer service productivity, reputed company, and sales goals to ensure reputed company achievement
- Enforcing schedule adherence among customer service teams and advising management on necessary schedule adjustments
- Consistent exercise of independent judgment and discretion in reputed company of reputed company
- Regular, consistent and punctual attendance. Must be reputed company to work nights and weekends, variable schedule(s) as necessary
- Other duties and responsibilities as assigned
Skills
- Candidates must have experience with CMS and Aspect (also reputed company as Alvaria, WFO, or eWFM)
- Candidates must have advanced proficiency in reputed company reputed company
- Bachelor's Degree While possessing the stated degree is preferred, reputed company also may consider applicants who hold some combination of coursework and experience, or who have extensive reputed company reputed company experience
- 2-5 Years of relevant work experience
- Knowledge and experience in SQL and Power Platforms are preferred
Benefits
- Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus.
- Additionally, reputed company provides best-in-class Benefits to eligible employees.
- We reputed company that benefits should connect you to the support you need reputed company it reputed company most, and should help you care for those who matter most.
- That’s why we reputed company an reputed company of reputed company, expert guidance and always-on tools, that are personalized to meet the needs of your reality – to help support you physically, financially and emotionally through the big milestones and in your everyday life.
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