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Data Analytics Specialist

Cofiroute USA LLC

This is a Contract position in Anaheim, CA posted April 20, 2022.

Job Description Job Title: Data Analytics Specialist Department: Customer Service Operations Division/Location: 91 Express Lanes Manager: CSC Operations Manager SUMMARY Evaluates programs, schema, and process flow to advising Management on ways to align data and operational statistics to evaluate and synthesize data needed to evaluate program performance and identify areas of efficiency and for improved performance. Manage the workforce management processes including real-time, scheduling, and change management to ensure that KPIs are met. MAJOR DUTIES AND RESPONSIBILITIES Include the following. Other duties may be assigned. The order of the duties listed does not represent the importance and/or percent of time dedicated to each duty. Monitor phone queues and service levels on a real-time basis to identify situations where additional resources may be needed to maintain service levels, consult with call center management to determine the best course of action to fill resource needs/maintain service levels Provide real-time status anomalies to operations Track, report, and call out real-time adherence issues Provide shift reports to management with the service level and abandon rate explanations for any day where KPIs are missed Review and respond to schedule inquiries from management and agents and partner with Analysts for a plan of action Create reporting on absenteeism and another shrinkage for operations leaders and workforce personnel. Optimize scheduled breaks and lunches as resource requirements change, determine the need for extra hours and/or VTO, assess availability for offline functions, and approve/deny as required Recommend extra or VTO hours for over/under staffing needs Assist supervisory and management in understanding the impact of events that occur throughout the day Provide regular feedback to Operations and Workforce team to improve upon short-range planning precision Build strong interpersonal relationships with internal clients Work independently as well as in a team environment Determine operational objectives by studying business functions; gathering information; evaluating output requirements and formats. Recommend controls and system improvements by studying current practices and system functions. Troubleshoot and document operational, process, and system defects. Assist with project management activities by identifying program milestones, phases, and elements; tracking activities, resolving problems, and publishing progress reports. Manage timely flow of business intelligence information to users. Generate standard or custom reports summarizing business, financial, or economic data for review by executives, managers, clients, and other stakeholders. Maintain or update business intelligence tools, databases, dashboards, systems, or methods Ability to run ad-hoc queries and/or scripts to help identify system issues or defects Extracting data from CRM and database systems to prepare routine reports as defined or answer ad-hoc senior leadership questions and requests; Analyzing unique operational events for root cause and reporting findings; Preparing written documents and presentations for senior leadership; Playing a key supporting role in discussions regarding operational monitoring and performance; Preparing and tracking operational budgets based on expected volumes and established productivity standards; Reviewing and analyzing existing processes, systems, and organizational structure, looking for opportunities to achieve increased efficiencies and error reduction; QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Ability to read, write, and speak English Ability to analyze and interpret moderately complex data using workforce management software. Ability to work with peers and other teams to achieve performance goals and objectives. Proficient personal computer skills including Microsoft Office. Ability to communicate effectively with all levels of management and company personnel. Ability to prioritize and organize work in a multitasked environment. Ability to make decisions and solve problems under pressure. Ability to perform in a fast-paced and dynamic work environment. Ability to maintain the highest level of confidentiality and professionalism Experience with: Data mining and analysis Operations planning and budgeting Preparation of summary reports, dashboards, complete reports, and slide presentations. Excellent oral/written communication skills are required, including demonstrated ability to package analytical results into an executive summary and present them to senior leadership. Extensive experience with MS Word, Excel, and PowerPoint required; extra points for other MS Office products, such as Visio and Access SUPERVISORY RESPONSIBILITIES No Direct Supervisory responsibilities EDUCATION AND/OR EXPERIENCE High School Diploma required. Bachelor’s Degree or undergraduate, with relevant work experience preferred 2-year customer care and/or contact center environment experience; prior experience in operations support roles referred 1-year workforce management experience in real-time management WORK ENVIRONMENT/PHYSICAL DEMANDS The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit; use the computer for an extended period of time, use a keyboard for typing, and talk and hear. The employee is occasionally required to stand, walk, and reach with hands and arms and stoop and kneel. The employee must occasionally lift and/or move up to 5 pounds. Specific vision abilities required by this job include close vision, and the ability to adjust focus. The noise level in the work environment is usually moderate but can be high.