MillenniumSoft Inc ยท 2 months ago
Real-Time Operations Support Analyst
San Antonio, TX
Contract
Onsite
New Grad, Entry LevelMillenniumSoft Inc is a company that provides workforce management solutions, and they are seeking a Real-Time Operations Support Analyst. The role involves managing workflows, tracking contact volume, and supporting operational metrics to ensure organizational success.
Staffing & Recruiting
No H1B
Responsibilities
The WFM & Real-Time (RT) Operations Support Analyst work on a team that is responsible for ensuring client strategic goals are met through management and oversight of workflows across all QTC locations and GBS
This position is responsible for tracking intraday contact volume, re-directing daily work activities for maximum efficiency, and planning work efforts to help streamline daily operational processes that are critical to organizational success
This position also provides and support oversight and management of key operational support metrics critical to operational support functions such as Quality Assurance, Workforce Management and Training
The RT Ops Support Analyst will also assist technical support and processes that ensure adequate system access is available to all Customer Care personnel
Develop dynamic schedules and forecasting
Create a meaningful interpretation of data through use of tools, industry experience and logic to frame situations and allow meaningful dialogue and decision making in the workforce space
Support the intraday monitoring, forecasting and management of all org workflows to ensure service level goals are achieved on all platforms for customer care
Ensure WFM integration with current systems to streamline data collection and analysis
Use historical data and trends to forecast future workload and staffing needs. Consider factors like seasonal variations and historical performance
Performance Monitoring and Reporting
Researches and analyzes diversified operational support data to draw valid conclusions
Be responsible for daily reports and facilitate planning calls and salesforce case management
Support analysis and recommendations to improve real-time staffing levels and efficiency
Evaluates and implements new real-time monitoring methods/techniques for ops improvement
Optimize staff allocation to match demand and improve key performance indicators
Support Real Time Operation Manager and WFM Manager to validate confidence of established influences/drivers (factors determining forecasts) by leveraging advanced statistical methodologies
Effectively communicate with peers and those we support in the business to ensure high quality and timely completion of work request
Develop dashboards to track performance metrics
Works with Real Time Operation Manager to ensure adequate staffing and helps develop contingency plans to mitigate real-time workflow shortages
Interface with call center leaders to understand the fast changing business needs and makes updates to daily operational workflow processes when necessary
Monitor and track agent performance and productivity
Acts as team leader of various projects and participates on teams implementing new operational improvement processes
Analyzes data using web tools and other company software and prepares recommendations and reports to drive high-impact process improvement efforts
Accurately track actual Customer Care output and the process and activity levels as needed for productivity analysis and resource shortage mitigation
Responsible for collecting and analyzing Voice of Customer survey metrics to facilitate discussions on operational performance gaps affecting real-time operations
Level one IT Support and access requests
Support I.T. support collaboration efforts that ensure adequate technology and system access is available to all associates
Assist Customer Care as point of contact for I.T. collaboration on all system errors and troubleshooting efforts affecting real-time operations
Creates, manages, and tracks all operational support metrics supporting Quality Assurance, Workforce Management, and Training functions
We evaluate metrics to track the full life cycle of each contact, ensuring agent empowerment and client satisfaction
Provide feedback to quality assurance helps identify areas for improvement, reduce errors, and ensure that the workforce is effectively managed to meet organizational goals
Assistance on projects that will enable their division/stakeholders to continually improve processes by identifying, sharing, and implementing best practices within and across sites
Support all Real Time Operation manager initiatives on backlog, agent performance and operation reporting
Scheduling PTO allows for better planning and allocation of resources, ensuring that staffing levels are maintained to meet business needs
Qualification
Required
Entry Level experience in Finance/Accounting or related field
Ability to track intraday contact volume and re-direct daily work activities for maximum efficiency
Experience in planning work efforts to streamline daily operational processes
Knowledge of operational support metrics critical to functions such as Quality Assurance, Workforce Management, and Training
Ability to assist technical support and ensure adequate system access for Customer Care personnel
Experience in developing dynamic schedules and forecasting
Ability to interpret data meaningfully using tools and industry experience
Experience in intraday monitoring, forecasting, and management of workflows
Knowledge of WFM integration with current systems for data collection and analysis
Ability to use historical data and trends for workload and staffing forecasts
Experience in performance monitoring and reporting
Ability to research and analyze operational support data
Experience in facilitating planning calls and managing salesforce cases
Ability to support analysis and recommendations for real-time staffing levels
Experience in evaluating and implementing real-time monitoring methods
Ability to optimize staff allocation to match demand
Experience in communicating effectively with peers and business support
Ability to develop dashboards to track performance metrics
Experience in ensuring adequate staffing and developing contingency plans
Ability to interface with call center leaders to adapt to business needs
Experience in monitoring and tracking agent performance and productivity
Ability to lead various projects and implement operational improvement processes
Experience in analyzing data using web tools and preparing recommendations
Ability to accurately track Customer Care output and activity levels
Experience in collecting and analyzing Voice of Customer survey metrics
Ability to provide level one IT support and manage access requests
Experience in collaborating with I.T. for system errors and troubleshooting
Ability to create, manage, and track operational support metrics for Quality Assurance, Workforce Management, and Training
Experience in evaluating metrics for contact life cycle tracking
Ability to provide feedback for quality assurance and workforce management
Experience in scheduling time off and managing approvals
Ability to assist in projects for process improvement and best practices sharing
Company
MillenniumSoft Inc
Hire us to hire for you Staffing is not a straightforward activity.
Founded in 1999
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Sailaja Mashetty
Partner - Customer Sucess
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