Planning & Resource Optimization Lead Analyst

Synergis IT

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Title: Planning & Resource Optimization Lead Analyst

Location: Omaha, NE

Duration: 12 Months (medical, dental, vision benefits offered)

Responsibilities:

• Create forecasts of contact volume (email, phone, chat, etc.), handling time, shrinkage and other workforce related metrics based on trends and understood business drivers

• Determine headcount recommendations and hiring needs for customer support teams

• Develop and evaluate agent schedules to meet operational goals

• Intra-day monitoring to optimize resources real time and achieve goal of providing consistent and timely service to members

• Deliver accurate and well-timed reports/dashboards to all levels of leadership providing actionable insights

• Maintain and organize detailed records of contact center data & trends including service level, response time, etc.

• Create and maintain capacity planning models for short-term and long-term forecasts

• Support ad hoc requests & analyses to explore proposed business changes

• Gain proficiency with WFM enterprise software and drive system enhancements to accommodate business needs with technology teams and software vendors as needed

• Manage escalation process to ensure leadership and relevant stakeholders are well informed

• Create and maintain documentation to support day to day procedures

• Present & articulate analyses to all levels of leadership and stakeholder audiences

• Prepare and lead process and presentation related to operational and annual planning

Basic Qualifications:

• 3+ years of experience in an analytical role

• Experience in creating demand, financial or operational forecasts

• Bachelor’s degree

Preferred Qualifications:

• Experience in econometrics

• Business consulting experience

• Advanced knowledge of MS Excel (vlookups, pivot tables, complex functions)

• Experience with workforce management systems such as Teleopti, Aspect, NICE, Verint, Genesys, etc.

• Comfort in presenting to management and experienced in MS PowerPoint as means to displaying data analysis

• Experience with SQL

• Experience with project management and working cross-functionally with teams

• Experience presenting to senior leadership

• Superior time management and communication skills with the ability to synthesize, simplify and explain complex problems to diverse types of audiences

• Knowledge of MS Office (Outlook, Word, PowerPoint and Excel)

• Knowledge of social media and consumer Internet practices

Synergis Creative (creative.synergishr.com) is a specialized division of Synergis (www.synergishr.com) that serves the needs of leading creative firms, departments and agencies. Synergis Creative carefully matches creative and marketing talent to a full-time, contract or project positions.

Synergis Creative's recruiters have been a driving force of the creative and marketing space for over six years. We draw from a wealth of experience with technology staffing, industry best practices and exceptional connections to match candidates with incredible opportunities.

Synergis Creative is an Equal Opportunity/Affirmative Action employer

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