The Intra-day Operations Analyst is responsible for driving proper managing of volume and staffing to ensure optimal performance through continuous interaction with stakeholders with the intent of achieving target metrics and contractual objectives.
RESPONSIBILITIES
Intraday Operations
? Performs Workforce Management support functions for Operations.
? Communication to stakeholders of intra-day performance and challenges, i.e., providing direction,
guidelines, performance update to hit service level goals, reporting phone, tools or network
outages; making suggestions for corrections to any issues.
? Analyze the impact of volume, AHT and shrinkage on the budget staffing requirement.
? Manage operational forecast variance to plan.
? Report staffing needs and performance issues impacting service levels on a timely manner and
recommend solutions to close gaps.
Forecasting & Capacity Planning
? Analyze work volume patterns to determine trends.
? Create volume forecast and handle time forecast for interval, daily and weekly.
? Determine appropriate staffing levels needed to meet goals.
? Assess, simulate and act upon the impact and effect of forecasted volume, planned AHT, planned
shrinkage, proposed staffing and other drivers to service level.
Scheduling
? Responsible for managing an interval, daily and weekly staffing plan to ensure that the center is
appropriately staffed.
? Administer shift bids across multiple sites and clients/lines of business.
? Develop and adjust employee schedules and rotations to meet the work volume demand on each
day.
? Adjusts breaks, lunches, start and stop times on a daily basis based on Intra-Day reporting for each
half hour.
SKILLS AND QUALIFICATIONS
? English Level - C1 Minimum.
? Residence Authorization to work in Portugal
? Highschool Diploma (12th Grade) - Minimum
? Workforce Management experience
? Ability to work independently, multi-task and meet deadlines.
? Analytical interpretation of data.
Docusign Envelope ID: 1518DAAB-D1B3-4EA5-B37D-12DB32361EB2
? Proficiency in Microsoft Excel.
? Must be able to work with all levels of the organization in capturing, managing and communicating
metrics.
? Excellent written and verbal communication skills.
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