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cyberThink

Business Analyst - Hybrid

cyberThink, Plano, Texas, us, 75086


Job Description:

Applies analytical and mathematical abilities to develop accurate forecasts of volumes, average handle times, occupancy, and other metrics as required to support advanced forecasting in a highly complex environment.Strong background in forecasting, statistics, people management and analytics in contact center environmentAt least 3 years' experience in Workforce Management forecasting in highly complex multi-site, multi-skill environments. Verint or any other workforce/scheduling - forecasting system, producing forecast and Headcount needs - at least 2 years

Job Responsibilities:

Administration of WFM system(s)Track, analyze and report performanceMaintain accurate and historical recordsManage employee information changesManage scheduling process(s)Communicate with management and operations team to ensure compliance with client and company contact standardsModify call routing and campaigns to ensure contacts are handled and appropriately answeredCall out BPO's as it pertains to occupancy, Utilization, Service Level, AHT, ...Subject to fill-in for other departments based on business needsPerform other duties and assignments as directedEstablish and maintain communication services across business units or from the project team to the organization.Maintain the storage and retrieval of all project communications data and business metrics.Review contracts, cost proposals and contract supplements.Establish and document business processes.Set up project and work breakdown structures.Track project budgets and expenditures, monitor transaction controls and costs against budgets.

Skills:

Verbal and written communication skills, attention to detail, customer service and interpersonal skills. Create reports/comments on actuals to forecast and create action plans for improvement.Ability to work independently and manage one one's time.Knowledge of business and management principles involved in strategic planning, resource allocation, and production methods.Ability to apply accounting and mathematical principles to work as needed.Ability to analyze business trends and project volume and headcount needs.Previous experience with computer applications, such as Microsoft Word and Excel (a must - intermediate skill level); Enterprise Application experience a plus.Experience in Verint or any other scheduling/forecasting systems 2 years' experience minimum

Education/Experience:

Bachelor's degree in business management, economics, finance, accounting, or relevant field required.2-4 years' experience required.

The hourly range for roles of this nature are $30.00 to $40.00/hr. Rates are heavily dependent on skills, experience, location, and industry.

cyberThink is an Equal Opportunity Employer.