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Management Analyst
Pearson
Centennial, CO, United States
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Description
At Pearson, we’re committed to a world that’s always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into laptop lessons, we are always re-examining the way people learn best, whether it’s one child in our own backyard or an education community across the globe. We are bold thinkers and standout innovators who motivate each other to explore new frontiers in an environment that supports and inspires us to always be better. By pushing the boundaries of technology — and each other to surpass these boundaries — we create seeds of learning that become the catalyst for the world’s innovations, personal and global, large and small.
Pearson is an Equal Opportunity and Affirmative Action Employer and a member of E-Verify. All qualified applicants, including minorities, women, protected veterans, and individuals with disabilities are encouraged to apply.
Primary Duties & Responsibilities
• Help create schedules for new hires and all employees
• Utilize data analysis to review, and improve center operations
• Identify improvements needed to schedules that will improve SVL
• Ensure all reports and data entry is completed timely and accurately
• Check and analyze real time statistics and communicate anything out of compliance
• Communicate effectively to all levels of call center
• Proactive monitoring and analysis of call arrival patterns and existing schedules
Qualifications
Required Skills:
• Strong communication, organizational, analytical and interpersonal skills required. This person must be able to communicate with all levels of the call center
• Tracking CSR schedule adherence in real time via scheduling software
• Ability to multi-talk is a must
• Ability to organize and prioritize, maintain attention to detail, and work under critical time frames
• Excellent oral and written communication skills.
• Exceptional attention to detail.
• PC Skills. Excel required.
• Employee/Business Focus
Required Experience:
• BA or BS degree in Business or related field preferred.
• Equivalent work experience considered. Call Center experience is a plus
• Previous experience with workforce management software is required