Customer Operations Reporting Analyst
Company: PMI (Project Management Institute)
Location: Bridgeport
Posted on: November 16, 2022
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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.
Other details
Pay Type
Salary
Apply Now
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