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Role: Call Center BA
Location: Vienna, Virginia
Duration: 6+ Months
BGV will be done for the selected candidates.
An experienced Business Systems Analyst with call center technology experience. Individual will participate in all aspects of the project lifecycle from Design on, and have individual accountability for up to two workstreams.
This position requires direct interaction with business partners to understand and define reporting needs, as well as provide SME assistance with report content interpretation and narratives. The Business Analyst interacts with the technical reporting analyst team during report design and creation to ensure the reports meet business needs, and performs report data validation and testing. Business Analyst may also periodically request data extracts and manipulate data in spreadsheets. As a key resource to others,
Primary Responsibilities:
Use workforce management software and call volume history to help manage intra-day staffing levels and to determine the most effective methods for staffing adjustments
Utilize call center tools to observe agents actual state compared to agents scheduled state
Manage real-time inbound call traffic to help ensure that service levels are met
Gain an understanding of the technical and business solutions: optimized schedules, forecasts and other tools and present them to management
Prepare and maintain reports, dashboards and monthly packages. Includes SharePoint reporting
Gain familiarity with analysis and ensure consistent methodologies are followed to maintain quality
Support the preparation of ad hoc analysis that enables strong understanding of the business
Provide training on report, dashboard and package development to team members and management as needed
Responsible for all data analysis, reporting, and call flow design
Works with CCSP Senior WFN analyst to ensure staffing requirement data is accurate and workflow monitoring and processes are efficient and current
Extensive work experience, possibly in multiple functions
Work with established UMR CCSP procedure
Maintain a high degree of accuracy, along with attention to detail
Analyze, review, forecast, and trend complex data
Present analysis and interpretation for operational and business review and planning
Support short and long term operational/strategic business activities through analysis
Develop recommended business solutions through research and analysis of data and business process and implement when appropriate
Assist in the maintaining and future design of the CCSP SharePoint site and reporting data that produces metric view on site
Assist in call flow design for all UMR departments
Business Analyst work to establish and/or increase efficiencies in procedures
Coordinates with other functional work groups for activities
SME to internal customers for WFM and Telephony technologies
Required Qualifications:
Bachelor's degree or 3+ years of equivalent work experience in a corporate environment
3 years of workforce management experience (i.e. responsible for scheduling, call volume monitoring and adjusting, determining and communicating work schedules and resources for call queues, consulting with call operations, etc.)
3 years of experience with workforce systems such as Avaya, CMS, IEX, eWFM, Genesis, MS Dynamics
Intermediate level of proficiency with Microsoft Office, including MS Access
Knowledge and understanding of ACD and ICM design that includes but not limited to vectors, VDN's, Avaya Business Advocate
Preferred Qualifications:
Financial Domain Experience
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