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Customer Operations Reporting Analyst

Company: PMI (Project Management Institute)
Location: Bridgeport
Posted on: November 16, 2022

Job Description:











Customer Operations Reporting Analyst







United States * Virtual

Req #310







Thursday, November 3, 2022







Are you a dreamer, innovator, thinker and a do-er who believes in contributing to something that makes a difference? Pursue your passion. Join PMI.







How you'll make a differenceAs a Customer Operations Reporting Analyst you will bring a strong understanding of how forecasting staffing requirements translate to the creation of optimal schedules and real-time management. In this role, you will partner across the WFM team and closely with key stakeholders to identify actionable insights while working to implement solutions geared toward capacity optimization related to forecasting, workforce scheduling, and continuous improvement. Additionally, you will drive organizational needs for complex, ad-hoc or customized reports of process and program performance, including development of templates, recommendation of areas for additional review measurement, interpretation and analysis of data, preparation of projections, and development and maintenance of relevant trend reporting.As a Customer Operations Reporting Analyst you will:*Independently analyze contact center trends to predict long and short-term staffing needs including vendor staffing needs along with scenarios planning*Develop long and short-term multi-channel forecasts by performing current and retrospective analyses based on historical volume, while taking into consideration, current trend, seasonality, daily distribution, and planned events*Utilize WFM system to generate schedules based on forecasts to meet business needs, while creating and maintaining software user profiles within Five9 and LivePerson*Complete more complex ad-hoc analysis work for regional and enterprise queues and work groups*Develop and deliver communication for Customer Service team related to ongoing changes in staffing and forecasting strategies*Own data collection, reporting, analysis, and administration for all Cloud Platform support channelsWhat you'll bring to the role*Bachelors' degree in business, quantitative analysis, or other relevant field*3+ years of statistical modeling experience*5+ years of Workforce Management and data analytics experience*Extensive forecasting and scheduling design experience including front and back-office environments*Desktop Analytics experience such as: Verint Desktop and Process Analytics, Five9 and Liveperson*Knowledge and understanding of contact center environments and associated technologies









What you'll get from PMI






Through our certifications, professional development, communities and membership, we support more than three million people in nearly every country in the world.






And we believe in supporting our employees, too.






Join us and:






* You'll get an excellent total package, not just great pay.





* You'll grow professionally. We'll work with you to make the right development choices for your career. The skills you gain will help you to get the most out of your time with us, and make you more marketable in the future.





* You'll make an impact from day one. We'll put you on stimulating projects, with people from diverse working backgrounds (and cultures, if the project's global). And if you have a bright idea, we'll help you to develop it.





* You'll be part of a culture you can be proud of. We're friendly and inclusive - it's what makes us unique. So we'll support and help you from the moment you join. And you'll do the same for us.






Want to grow, develop and thrive at PMI? Find out more and apply today.







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  • United States

  • Virtual

















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Keywords: PMI (Project Management Institute), Bridgeport , Customer Operations Reporting Analyst, Advertising , Bridgeport, Connecticut

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