Operations Analyst

Job description

Overview

The  Operations Analyst  analyzes contact center trends directly relating to the economics of the budget and forecasts interaction volume and staffing needs.

 

This position is located on-site at our office in  Wausau, Wisconsin.

Responsibilities

·  Forecasting incoming interactional volume and staffing needs of the North America Contact Centers and wage forecasts using various methods including 8x8 reporting, Kronos, multiple spreadsheets, and databases. Meet regularly with Manager and Sr Manager to review and adjust as necessary.
·  Developing models of statistics (historical and current) that directly relate to the economics of the call centers (call to order ratio, average handle time, etc.) and using them to forecast inbound call volume, service levels, and staffing needs, both long term and immediate
·  Analyzing daily call traffic to identify changes in trends that directly relate to staffing and budgetary guidelines
·  Forecasting interactions and staffing needs based on contingency scenarios such as changes in talk time, order volume, contact trends, agent productivity, system enhancements, and new initiatives
·  Providing hiring summaries and ensuring adequate resource allocation among Contact Centers, including managing training completion rates to predict future staffing needs
·  Creating reports in 8x8 as contact trends change to predict future changes
·  Partnering with third party BPO on staffing trends and performance
·  Assisting in day-to-day monitoring of the scheduling system and 8x8 telephony system as it pertains to Workforce Management
Qualifications

·  Bachelor’s Degree preferred with major area of study in Business Management, Statistics, Accounting, or Data Science
·  1-3 years related experience
·  Preferred experience in theories of basic logic, query logic, and 3- dimensional logic
·  Strong analytical, interpersonal, written, and oral communication skills
·  Experience with Microsoft Office Suite
·  Ability to organize and prioritize a variety of projects and tasks to meet deadlines
·  Ability to handle confidential information
·  Detail-oriented
·  Knowledge of Aspect staffing software a plus
·  Experience with 8x8 Call Management system a plus
Benefits

The annual base salary is $55000 / year. Salary is one component of the Foot Locker, Inc. total compensation package, which includes the below. 

  

Foot Locker Benefits:  

·  Employee Discount 
·  Paid Time Off 
·  Medical | Dental | Vision Coverage 
·  401(k) | Roth 401(k) 
·  Stock Purchase Plan 
·  Life Insurance 
·  Flexible Spending Account 
·  Opportunities for Advancement 
·  Tuition Reimbursement for Qualified Courses 
·  Strong Company Culture 
·  Employee Resource Groups