Business Operations Analyst
hace 1 día
Experian, the world's leading global information services company, unlocks data power to create opportunities for consumers, businesses, and society.
We're proud to be named by FORTUNE as one of the 100 Best Companies to work for and have been recognized by Forbes Magazine as one of the 100 World's Most Innovative Companies for five years.
Job Overview:
This role is focused on conducting real-time monitoring of queues and skill sets across all locations, identifying intra-day trends, and reporting downtime and telephony issues to the Operations and System Teams.
You'll be responsible for managing and resolving downtime and telephony issues, making adjustments to call allocations based on real-time trends, and ensuring schedule adherence through real-time monitoring of agents.
The successful candidate will handle daily exception management of our Calabrio system, determine business needs during low call volume, and allocate resources accordingly.
Key Responsibilities:
- Conduct real-time monitoring of queues and skill sets
- Identify intra-day trends and report downtime and telephony issues
- Manage and resolve downtime and telephony issues
- Make adjustments to call allocations
- Ensure schedule adherence
- Handle daily exception management
- Determine business needs and allocate resources
Requirements:
- Experience with WFM software (Calabrio/Cisco) that includes real-time adherence
- Good working knowledge of Excel and other Windows-based programs (Word, PowerPoint, etc.)
- Schedule flexibility, including weekends and holidays
Benefits:
Experian is an Equal Opportunity and Affirmative Action employer. We're committed to creating a thriving, inclusive, and diverse team where people love their work and love working together.
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