Sr Data Analyst

Memphis, TN, United States

Job Profile Description: Responsible for the forecasting, resource planning, scheduling, and reporting of the agent resources and customer interactions. Leverages cross-divisional relationships and coordinates with Enterprise Operations – Mass Marketed Programs team and Direct Marketing Team. Conducts and provides analytical guidance to meet business needs.

Responsible for compiling, summarizing, analyzing and reporting information for developing and modifying Enterprise Contact Center applications and executing ad hoc requests under moderate supervision. Develops and maintains current daily, weekly, monthly, and quarterly reports in support of Strategy and Operations.

Responsibilities:

Responsible for the inbound and outbound forecasting, resource planning, scheduling, and reporting of the agent resources and customer interactions, both mid and long term

Responsible for compiling, summarizing, analyzing and reporting information for developing and modifying Enterprise Contact Center applications and executing ad hoc requests under moderate supervision

Develops and maintains current daily, weekly, monthly, and quarterly reports in support of Strategy and Operations

Query internal and external databases to extract, manipulate and format data to build reports with a focus on maintaining data integrity

Develop call volume, offline, email and chat workload forecasts for internal and outsourced contact centers at a level of accuracy that will optimize service level and productivity

Responsible for the utilization of an econometric forecasting tool(s) required to produce: 18 month rolling operational forecasts at the daily level for both contact volume and Average Handle Time (AHT); Intra-day contact distribution arrival patterns and ad hoc forecasts and analysis as required to support the workforce management, finance, and operations functions

Responsible for determining ½ hour staffing requirements for all call centers (both internal and outsourced) resources utilizing the WFM planning tool/application in an effort to optimize service level and productivity based on the workload forecast

Includes development of technical specifications to be client-approved and utilized in the selection and development of solutions

Provides in-depth analysis of business results, highlighting trends and variances against agreed targets for all elements of the financial statement and contractual obligations

Provide varied analysis and interpretation around data in support of Strategy and Operations utilizing current models and procedures

Communicate interpretation to Strategy team and at times, Sr. Management

Develop, maintain and continuously improve management reporting systems and format of report output

Supports and directs the automation of the weekly Contact Center Operations reporting system to incorporate additional reporting requests from the Sr. Management Team and the division

Works closely with Contact Center Operations departmental leadership to ensure that we continuously track necessary operational, functional, financial, etc. metrics to effectively and efficiently operate the department

Works closely with the IT Business Services teams to develop an automated operational reporting systems

Supports and directs the development, maintenance and enhancement of a Contact Center Operations Dashboard reporting system

Supports and directs the development and delivery of targeted analysis based on internally generated standard reporting formats.

Supports and directs the development of Ad-hoc business reporting and analysis for the Donor Experience division

Collaborates with all departments to determine and improve metrics reported

Collaborates with system users and technical resources

Supports the Manager, Workforce Planning and Analytics by converting raw data into a format that is easy to read and dissect in order to tell a story

Works under moderate supervision to identify, design and develop new solutions including new processes, reports and ad hoc queries

Closely work with counterparts in the reporting units to ensure adherence to ALSAC enterprise processes

Comply with all security, privacy and confidentiality regulations on behalf of ALSAC

Uses a relatively high degree of concentration to complete assigned projects for new systems or changes to existing systems, including recommendations for additions or changes to data structure

Maintains a good level of technical knowledge and skills for Business Intelligence, Reporting, Data Warehouse concepts in a SQL, Oracle and Business Objects Reporting and Dash Boarding environment, and associated products

Applies current technology to solutions

Provides support and maintenance for the Contact Center reporting systems administrative environment

Applies excellent communication and interpersonal skills including the ability to address a wide range of audiences

Prioritizes workflow and maintain attention to detail within time constraints

Synthesizes data from divergent sources and create a final product with a consistent voice, look and feel

Translates between technical and business language

Works independently on multiple tasks in a fast-paces environment

Performs other various job functions as assigned

Performs job duties as assigned as part of ALSAC’s Business Continuity Management Program, including annual maintenance and testing of business continuity, disaster recovery and emergency response plans

Key Performance Metrics:

Meeting all required deadlines

Reporting accuracy

Troubleshooting and mining data anomalies

Knowledge, Skills, and Abilities:

Bachelor’s Degree in a related field (preferred degree in mathematics, statistical analysis, economics/finance) or equivalent experience and 4-6 years of forecasting/planning experience

In-depth knowledge of ACD, Dialer and WFM applications

Previous experience with ACD reporting and administration experience desired

2 plus years SQL knowledge

Ability to develop financial models, provide financial forecasting and prepare reports as needed

Excellent verbal and written communication skills in English

Proven leadership and analytical skills

Must be well organized, systematic in work processes and follow-up skills

Involves working within established office environment under normal lighting and climate controls

Must possess a valid driver’s license

Requires use of personal computer

Knowledge of Workday and Salesforce applications

Proficiency in MS Word, MS Excel, MS Power Point

Ability to work with minimal supervision

Ability to work remotely, as needed

Time Allocation:

Activity Type Percentage of Time

Forecasting and Staff Planning 30%

Creation and analysis of reports (daily/weekly/monthly/etc.) 30%

Creation and analysis of Ad hoc reports 10%

Monitor daily performance – KPI’s 5%

Special Projects 15%

Developing initiatives to improve team performance 10%

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