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The Management Analyst III assigned to the Contact Center Operational Support and Analytics unit within the Department of Unemployment Assistance serves as a senior-level analyst responsible for providing high-level operational support, business analysis, reporting, and performance analytics to improve Contact Center operations, service delivery, workforce utilization, and customer experience.

The incumbent reviews, analyzes, and evaluates Contact Center workflows, staffing patterns, workload volumes, service levels, productivity, quality, customer experience measures, system performance, and related operational data to identify trends, risks, root causes, and opportunities for improvement. The incumbent conducts operational studies, develops performance metrics, validates data, prepares dashboards and reports, and recommends data-driven changes to agency operations, policies, procedures, systems, and resource allocation strategies.

The incumbent confers with Contact Center leadership, executive leadership, program managers, Information Technology staff, vendors, and other business units to define business needs; document operational requirements; support system enhancements and new technologies; coordinate implementation activities; and evaluate the operational impact of initiatives. The incumbent prepares executive briefings, presentations, charts, graphs, tables, narrative reports, and other written materials to support strategic decision-making and continuous improvement.

The basic purpose of this work is to provide advanced management analysis, operational analytics, reporting, and project coordination in order to improve the efficiency, effectiveness, accountability, and performance of Contact Center operations.

DETAILED STATEMENT OF DUTIES AND RESPONSIBILITIES:

• Provides senior-level operational support and business analysis for the Contact Center Operational Support and Analytics unit to improve Contact Center performance, service delivery, workforce utilization, and customer experience.

• Reviews, analyzes, and evaluates Contact Center workflows, business processes, procedures, staffing patterns, workload volumes, system queues, and operational practices to identify trends, risks, bottlenecks, inefficiencies, and opportunities for improvement.

• Analyzes service levels, productivity, quality, timeliness, customer experience measures, call and workload volume, average handle time, wait time, abandonment, escalation, backlog, and other key performance indicators to assess operational effectiveness.

• Develops, maintains, and enhances dashboards, recurring reports, scorecards, metrics, data visualizations, charts, graphs, tables, and executive-level reporting products for Contact Center leadership, executive leadership, and other stakeholders.

• Utilizes advanced Excel tools, databases, automated reports, business intelligence applications, and other analytical systems to perform quantitative and qualitative analysis of operational, staffing, performance, and customer experience data.

• Designs and implements data collection, validation, reconciliation, and quality-control methods to ensure the accuracy, reliability, consistency, and usability of operational reporting and performance metrics.

• Conducts operational studies, root cause analysis, performance reviews, workload analysis, and business process assessments to support strategic decision-making, workforce planning, resource allocation, and continuous improvement initiatives.

• Monitors key performance indicators, service levels, productivity, quality, compliance-related measures, and operational outcomes; identifies performance variances; and prepares recommendations to address risks and improve results.

• Identifies process improvement opportunities and recommends data-driven solutions to increase efficiency, consistency, accountability, and effectiveness across Contact Center operations.

• Prepares executive briefings, written reports, presentations, issue summaries, operational impact assessments, and recommendations that clearly communicate findings, risks, options, and expected outcomes.

• Serves as a liaison between Contact Center operations, DUA business units, Information Technology, vendors, and executive leadership to support system enhancements, operational initiatives, technology implementations, reporting improvements, and business process changes.

• Researches complex operational issues, evaluates business processes, documents business needs and functional requirements, and assists with the development of solutions for operational, reporting, system, and workflow challenges.

• Supports project management activities for Contact Center operational initiatives, including developing work plans, tracking milestones, coordinating meetings, documenting decisions, maintaining action items, identifying risks, and reporting project status.

• Assists in the design, testing, user acceptance validation, implementation, and post-implementation review of system enhancements, reporting tools, workforce management tools, contact center technologies, and other operational systems.

• Collaborates with managers and subject matter experts to document standard operating procedures, process maps, data definitions, reporting requirements, and operational controls that support consistent and effective Contact Center practices.

• Evaluates the effectiveness of implemented process changes, system enhancements, staffing strategies, and operational initiatives by measuring outcomes against established goals, metrics, and service expectations.

• Provides technical assistance, guidance, and training to managers, analysts, and operational staff on reporting tools, data interpretation, process changes, performance metrics, and operational procedures.

• Compiles information from automated systems, databases, reports, interviews, records, and other sources; organizes information in appropriate formats; and disseminates findings in narrative reports, manuals, dashboards, charts, graphs, tables, and presentations.

• Maintains accurate records, documentation, reports, and analytical work products; exercises discretion in handling confidential, sensitive, and operationally significant information.

• Performs related duties as required.

First consideration will be given to those applicants that apply within the first 14 days.

MINIMUM ENTRANCE REQUIREMENTS:  Applicants must have at least (A) four years of full-time, or equivalent part-time, professional experience in work simplification, management analysis, program analysis, methods analysis, economic analysis, fiscal analysis, financial analysis, budget analysis, program administration, or program management or (B) any equivalent combination of the required experience and the substitutions below.

Substitutions:

I.  A Bachelor's degree with a major in business administration, business management, public administration, industrial engineering or industrial management may be substituted for a maximum of two years of the required experience.*

II.  A Graduate degree with a major in business administration, budget management, public administration, industrial engineering or industrial management may be substituted for a maximum of three years of the required experience.*

III.  A Bachelor's degree or higher degree with a major other than in business administration, business management, public administration, industrial engineering or industrial management may be substituted for a maximum of one year of the required experience.*

*Education toward such a degree will be prorated on the basis of the proportion of the requirements actually completed. 

NOTE:  Educational substitutions will be permitted for a maximum of three years of the required experience.

Comprehensive Benefits

When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future.

Want the specifics? Explore our Employee Benefits and Rewards!

An Equal Opportunity / Affirmative Action Employer.  Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply.

The Commonwealth is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law.  Research suggests that qualified women, Black, Indigenous, and Persons of Color (BIPOC) may self-select out of opportunities if they don't meet 100% of the job requirements.  We encourage individuals who believe they have the skills necessary to thrive to apply for this role.