Posted On: 8-09-2021
Position Title: Sr Data Analyst
Job Location: Memphis, TN
Apply Online: https://alsacstjude.wd1.myworkdayjobs.com/en-US/careersalsacstjude/job/Crosstown—Memphis/Data-Analyst—Workforce-Planning—Analytics_R0004915?sc_icid=alsac-jobs-hero-btn-jobs

Job Profile Description: Responsible for the forecasting, resource planning, scheduling, and reporting of the agent resources and customer interactions. Leverages cross-divisional relationships and coordinates with Enterprise Operations – Mass Marketed Programs team and Direct Marketing Team. Conducts and provides analytical guidance to meet business needs.

Responsible for compiling, summarizing, analyzing and reporting information for developing and modifying Enterprise Contact Center applications and executing ad hoc requests under moderate supervision. Develops and maintains current daily, weekly, monthly, and quarterly reports in support of Strategy and Operations.

               

Responsibilities:

  1. Responsible for the inbound and outbound forecasting, resource planning, scheduling, and reporting of the agent resources and customer interactions, both mid and long term
  2. Responsible for compiling, summarizing, analyzing and reporting information for developing and modifying Enterprise Contact Center applications and executing ad hoc requests under moderate supervision
  3. Develops and maintains current daily, weekly, monthly, and quarterly reports in support of Strategy and Operations
  4. Query internal and external databases to extract, manipulate and format data to build reports with a focus on maintaining data integrity
  5. Develop call volume, offline, email and chat workload forecasts for internal and outsourced contact centers at a level of accuracy that will optimize service level and productivity
  6. Responsible for the utilization of an econometric forecasting tool(s) required to produce: 18 month rolling operational forecasts at the daily level for both contact volume and Average Handle Time (AHT); Intra-day contact distribution arrival patterns and ad hoc forecasts and analysis as required to support the workforce management, finance, and operations functions
  7. Responsible for determining ½ hour staffing requirements for all call centers (both internal and outsourced) resources utilizing the WFM planning tool/application in an effort to optimize service level and productivity based on the workload forecast
  8. Includes development of technical specifications to be client-approved and utilized in the selection and development of solutions
  9. Provides in-depth analysis of business results, highlighting trends and variances against agreed targets for all elements of the financial statement and contractual obligations
  10. Provide varied analysis and interpretation around data in support of Strategy and Operations utilizing current models and procedures
  11. Communicate interpretation to Strategy team and at times, Sr. Management
  12. Develop, maintain and continuously improve management reporting systems and format of report output
  13. Supports and directs the automation of the weekly Contact Center Operations reporting system to incorporate additional reporting requests from the Sr. Management Team and the division
  14. Works closely with Contact Center Operations departmental leadership to ensure that we continuously track necessary operational, functional, financial, etc. metrics to effectively and efficiently operate the department
  15. Works closely with the IT Business Services teams to develop an automated operational reporting systems
  16. Supports and directs the development, maintenance and enhancement of a Contact Center Operations Dashboard reporting system
  17. Supports and directs the development and delivery of targeted analysis based on internally generated standard reporting formats.
  18. Supports and directs the development of Ad-hoc business reporting and analysis for the Donor Experience division
  19. Collaborates with all departments to determine and improve metrics reported
  20. Collaborates with system users and technical resources
  21. Supports the Manager, Workforce Planning and Analytics by converting raw data into a format that is easy to read and dissect in order to tell a story
  22. Works under moderate supervision to identify, design and develop new solutions including new processes, reports and ad hoc queries
  23. Closely work with counterparts in the reporting units to ensure adherence to ALSAC enterprise processes
  24. Comply with all security, privacy and confidentiality regulations on behalf of ALSAC
  25. Uses a relatively high degree of concentration to complete assigned projects for new systems or changes to existing systems, including recommendations for additions or changes to data structure
  26. Maintains a good level of technical knowledge and skills for Business Intelligence, Reporting, Data Warehouse concepts in a SQL, Oracle and Business Objects Reporting and Dash Boarding environment, and associated products
  27. Applies current technology to solutions
  28. Provides support and maintenance for the Contact Center reporting systems administrative environment
  29. Applies excellent communication and interpersonal skills including the ability to address a wide range of audiences
  30. Prioritizes workflow and maintain attention to detail within time constraints
  31. Synthesizes data from divergent sources and create a final product with a consistent voice, look and feel
  32. Translates between technical and business language
  33. Works independently on multiple tasks in a fast-paces environment
  34. Performs other various job functions as assigned
  35. Performs job duties as assigned as part of ALSAC’s Business Continuity Management Program, including annual maintenance and testing of business continuity, disaster recovery and emergency response plans

 

Key Performance Metrics:

  • Meeting all required deadlines
  • Reporting accuracy
  • Troubleshooting and mining data anomalies

 

Knowledge, Skills, and Abilities:

  • Bachelor’s Degree in a related field (preferred degree in mathematics, statistical analysis, economics/finance) or equivalent experience and 4-6 years of forecasting/planning experience
  • In-depth knowledge of ACD, Dialer and WFM applications
  • Previous experience with ACD reporting and administration experience desired
  • 2 plus years SQL knowledge
  • Ability to develop financial models, provide financial forecasting and prepare reports as needed
  • Excellent verbal and written communication skills in English
  • Proven leadership and analytical skills
  • Must be well organized, systematic in work processes and follow-up skills
  • Involves working within established office environment under normal lighting and climate controls
  • Must possess a valid driver’s license
  • Requires use of personal computer
  • Knowledge of Workday and Salesforce applications
  • Proficiency in MS Word, MS Excel, MS Power Point
  • Ability to work with minimal supervision
  • Ability to work remotely, as needed

 

Time Allocation:

Activity Type                                                                                         Percentage of Time

Forecasting and Staff Planning                                                                              30%

Creation and analysis of reports (daily/weekly/monthly/etc.)                             30%

Creation and analysis of Ad hoc reports                                                                                10%

Monitor daily performance – KPI’s                                                                           5%

Special Projects                                                                                                      15%

Developing initiatives to improve team performance                                           10%