Call Center Process Manager I

Job Description

Position Type :

Full time Type Of Hire :

Experienced (relevant combo of work and education) Education Desired :

Associate's Degree Travel Percentage :

1 - 5%

Job Description

About the team

Global Workforce Planning & Analytics are an established, fast paced, dynamic and friendly team, who thrive on delivering results through collaborating with their stakeholders to achieve the best for both their customers, and colleagues. The team is built around the 4 core elements of the planning and insights process and includes: Long Term Strategic, Medium Term Tactical, Short-Term Real Time Teams & Data Analytics/Insights both in the UK and the US.

As a Data Insights & Workforce Analyst, you will play a pivotal role in analyzing and interpreting data to provide actional insights that drive decision-making for our support partners. Your expertise in data analysis, statistical modeling, and forecasting techniques will contribute to optimizing performance, enhancing customer satisfaction, and improving operational efficiency.

Responsibilities

You will:

Data Analysis: Collect, clean, and analyze large volumes of data to identify trends, patterns, and correlations. Utilize advanced analytics tools and techniques to derive actional insights from complex datasets.

Forecasting: identify advanced tools (i.e. Python) to develop more robust forecasting models to predict volumes, staffing requirements, and service level performance. Monitor accuracy and adjust models as necessary based on historical data, impact assessments, and emerging trends.

Performance Metrics: Define and track key performance indicators (KPIs), including work rates (i.e. average handle time), service level attainment, first call resolution, quality, and customer satisfaction scores. Provide regular reports and dashboards to key stakeholders highlighting performance against targets.

Root Cause Analysis: Conduct root cause analysis to understand the drivers behind performance metrics and customer behaviors. Identify opportunities for process improvement and operational efficiency gains.

Predictive Analytics: Apply predictive analytics techniques to anticipate customer's needs, identify emerging issues, and proactively address potential challenges.

Collaboration: Collaborate cross- functionally and cross region (UK and US), with support partners, internal workforce functional teams, RADAR/Business Intelligence, and other stakeholders to align data insights with business objectives. Provide data-driven recommendations to identify actionable insights to drive decision-making.

Continuous improvement: Stay informed about industry best practices, emerging trends, and new technologies for contact center analytics and forecasting. Continuously enhance methodologies and tools to improve accuracy and efficiency.

Governance/Controls: documentation of tools/dashboards, their use, definitions, calculations, and source data. Develop validation and controls to ensure error free work.

Create and maintain accurate forecasts for calls, back office, and digital channels by using historical trends and latest insight.

Skills, Experience and Criteria:

Bachelor's degree in Statistics, Mathematics, Data Science, Computer Science, or related field.

Proven experience in data analysis, statistical modeling, and forecasting, preferably in a contact center environment.

Proficiency in statistical analysis tools and programming languages such as Python, R, SQL, or similar

Proficiency in business intelligence tools such as Tableau and Power BI, demonstrated through the ability to create interactive visualizations, develop dashboards, and analyze complex data sets.

Pro-active and curious with a thirst for making your ideas to improve into a reality.

Excellent proficiency in Microsoft Excel, including advanced functions and data analysis.

Strong communication and presentation skills.

Detail oriented with a commitment to accuracy and quality in data analysis and reporting.

Adaptable and dynamic, comfortable managing workloads against challenging and sometimes conflicting deadlines.

Knowledge and experience of Workforce Management System (NICE IEX).

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EEOC Statement

FIS is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here supplement document available here

For positions located in the US, the following conditions apply. If you are made a conditional offer of employment, you will be required to undergo a drug test. ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.

Sourcing Model

Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.