OPTIMAL SYSTEMS Group · 3 hours ago
Call Center Analyst
Warren, MI
Contract
Onsite
Entry, Mid Level
2+ years expOptimal Inc. is seeking a Call Center Analyst to manage and forecast contact volumes and production metrics. The role involves creating and maintaining forecasting models, collaborating with internal customers and data suppliers, and performing analyses to present conclusions to management.
Information TechnologyManufacturingSoftware
Responsibilities
Forecast interval, daily, weekly and monthly contact volumes, handle times, staff requirements and other production metrics by group and report on actual vs. forecasted volumes
Create, modify, and maintain forecast models that accurately predict contact center impacts given changes in various operating assumptions
Collaborate with various internal customers on impact analysis for proposed contact center changes
Collaborate with the suppliers of data to the forecast models to understand/improve the accuracy of the data provided
Collaborate with supplier performance management and business performance management on initiatives to improve service and efficiencies
Perform various analyses, formulate conclusions, and present conclusions to management
Actively scan for and pursue new forecasting techniques, industry practices, learning opportunities, new tools, and process improvement opportunities
Work with business to develop short-term and long-term financial forecasts and budgets
Generate innovative solutions to drive financial savings and hold business partners accountable to achieving results
Provide variance analysis on forecast performance
Develop and maintain reporting tools that help analyze forecasting trends
Qualification
Required
Forecast interval, daily, weekly and monthly contact volumes, handle times, staff requirements and other production metrics by group and report on actual vs. forecasted volumes
Create, modify, and maintain forecast models that accurately predict contact center impacts given changes in various operating assumptions
Collaborate with various internal customers on impact analysis for proposed contact center changes
Collaborate with the suppliers of data to the forecast models to understand/improve the accuracy of the data provided
Collaborate with supplier performance management and business performance management on initiatives to improve service and efficiencies
Perform various analyses, formulate conclusions, and present conclusions to management
Actively scan for and pursue new forecasting techniques, industry practices, learning opportunities, new tools, and process improvement opportunities
Work with business to develop short-term and long-term financial forecasts and budgets
Generate innovative solutions to drive financial savings and hold business partners accountable to achieving results
Provide variance analysis on forecast performance
Develop and maintain reporting tools that help analyze forecasting trends
2+ years of non-accounting forecasting/reporting experience
Preferred
Bachelors/Associates highly preferred but not a requirement - relevant experience is also accepted
Preferred knowledge of - Minitab, Clarabridge, SQL, PowerBI
Company
OPTIMAL SYSTEMS Group
Digitalization made possible. Software solutions for the management of information.
501-1000 employees
Funding
Current Stage
Late StageCompany data provided by crunchbase