Business Analyst Manager - Five9 And Workforce Management Experience

SUMMARY:

Call the Car is seeking a Call Center Business Analyst Manager specializing in call center reporting, Workforce Management (WFM), and forecasting. This role will play a critical role in analyzing and optimizing the performance of the call center. The role demands a unique blend of analytical, technical, and managerial skills. This role requires at least 5-8 years of experience in a call center or call center environment, specifically focusing on reporting, WFM, forecasting, and analytics. A proven track record in driving operational improvements, optimizing workforce utilization, and enhancing overall call center performance is highly valued. Five9 WFM/WFO experience is required.

TYPICAL WORKING CONDITIONS:

Office environment. May require light travel, evening and/or weekend work. The position may require long periods of sitting, standing, kneeling, bending, and lifting at least 25 lbs.

RESPONSIBILITES/DUTIES:

1. Monitor call center performance by analyzing performance statistics and data; identify trends, gaps, and areas for improvement.

2. Evaluate and make recommendations regarding production, productivity, quality, and customer-service standards.

3. Complete audits and determine system improvements; assist with implementing the appropriate changes.

4. Own the relationship with Five9 and implement changes.

5. Prepare and maintain in-depth call center analysis/reporting/dashboards and present recommendations to management.

6. Clearly and effectively convey issues, reports, and other deliverables to management.

PERFORMANCE REQUIREMENTS

Knowledge, Skills, and Abilities:

1. bachelor's degree in business administration, information technology or related degree with 5 plus years of experience in a business analysis of call center systems

2. Analytical Skills: Proficiency in analyzing call center data, KPIs, and performance metrics to derive insights and recommend strategies for operational improvement. Ability to use data to identify trends, patterns, and areas for enhancement.

3. Experience in Reporting and Analytics: In-depth expertise in call center reporting tools and methodologies. This includes generating and interpreting reports on key operational metrics, agent performance, service levels, and other relevant data.

4. Workforce Management (WFM) Expertise: Strong understanding of WFM principles, such as forecasting call volumes, scheduling staff, and managing resources efficiently to meet service level objectives.

5. Forecasting Skills: Proven ability to create accurate forecasts for call volumes, staffing needs, and resource allocation based on historical data, trends, and other relevant factors.

6. Technical Proficiency: Familiarity with WFM software, call center technologies, and proficiency in relevant tools and software used for reporting, analytics, and forecasting.

7. Communication and Presentation: Strong communication skills to convey complex data insights to various stakeholders, including upper management, in a clear and concise manner. The ability to present findings and recommendations effectively is crucial.

8. Project Management: Capability to manage and lead projects focused on improving call center efficiency, forecasting accuracy, or implementing new tools or processes.

9. Problem-Solving Abilities: Skilled in identifying operational challenges and implementing effective solutions to improve call center performance, productivity, and service quality.

10. Collaboration and Team Leadership: Experience in collaborating with cross-functional teams, providing guidance, and leading a team of analysts to achieve common goals.

11. Adaptability and Continuous Learning: Ability to adapt to changing technology and industry trends, while continuously seeking opportunities for learning and professional development.

ACCOMMODATION: Call the Car has the right to modify the duties and functions of the job description based on the needs of the organization.