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Responsible for developing and managing reports that impact the customer’s experience and improved business results. Utilizes forecasts to measure accuracy by interval, daily, monthly measures, and headcount expense. Has in-depth experience, knowledge and skills in own discipline. Usually determines own work priorities. Acts as a resource for colleagues with less experience.
Assists managers in the identification, prioritization, planning development, coordination, support, and execution of high impact (immediate and long-term) improvement plans for effective and sustainable cost savings.
Researches and analyzes diversified data to draw valid conclusions. Evaluates and implements new methods and techniques for operational improvement.
Leads projects that will enable their division to continually improve processes by identifying, sharing, implementing the best practices within and across sites. Act as team leader of various projects and participates on teams implementing new improvement processes.
Analyzes data using web tools and other Company software and prepares recommendations and reports to drive high-impact process improvement efforts.
Consistent exercise of independent judgment and discretion in matters of significance.
Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) as necessary.
Other duties and responsibilities as assigned.
Bachelors Degree or Equivalent
Generally requires 5-7 years related experience
Prior forecasting experience is strongly preferred.
Experience utilizing Workforce Management programs (e.g. ewfm) is preferred.
Experience working in a call center environment is preferred.
Basic formula knowledge of Microsoft Excel.
Excellent written and verbal communication skills to clearly convey operational information from front-line leadership to c-suite in 1x1, small, and large group presentation formats.
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