Posted On: 10-07-2015
Position Title: Lead Operations Analyst III
Job Location:
Location: Grand Rapids, MI (Ada which is a suburb)
Josh Paskewicz –

Reporting to the Manager of Resource Mgt & Analytics, the Lead Operations Analyst III and will be responsible for providing forecasting and reporting support to leadership within the North America Contact Center.  This position will also provide workforce management support to multiple Customer Service teams.

 The successful individual will leverage their proficiency to…

  • Create long-term 12-month capacity forecast for hiring needs
  • Produce Forecast Scenarios for promos, seasonal trends
  • Conduct monthly scenario planning for labor requirements to achieve service level targets
  • Provide analyses to support staff group operational design for service level delivery
  • Partner with Senior Business Analyst / Contact Center Technologies/IT to ensure WFM System configuration
  • Develop/Refines processes, policies and procedures to ensure metric obtainment
  • Ensure daily workforce processes & policies perform to plan
  • Partner with peer Resource Management team members to support short term re-forecasting/scheduling and onboarding new work scenarios
  • Develop proactive communications for contact center to inform of daily, weekly business performance
  • Coordinate proactive strategies for both overstaffing and understaffing across all labor sources
  • Provide daily direction in tasks/projects to Real Time Monitors for daily service level delivery and resource management

The accomplished individual will demonstrate progressive experiences in…

  • Continuously improving forecast accuracy
  • Maintaining staffing scenarios
  • Inbound / Outbound Contact Service Level
  • Customer Service Representative Adherence
  • Associate’s degree in Business, Finance, Analytics, Information Systems or related field
  • Experience with Aspect, NICE, Verint, or similar work force mgt. software packages

An outstanding professional will have the following credentials…

  • Bachelor’s degree in Business, Finance, Analytics, Information Systems or related field