Call Centre Analyst at BURN

About The Role

BURN is looking for an exceptional, Call Center Analyst to fill the role. The successful candidate, under the direction of the Aftersales Manager, supports Contact Center operations across all markets with an emphasis on business metrics and performance improvement, workforce management forecasting and staffing to optimize service levels, and CCaaS system implementation and support.

Duties and Responsibilities:

• Leverage data from multiple sources and manipulate them using scripting tools like Python, R et al to ensure continuous improvement of service performance
• Utilizes various call center performance metrics to provide updates on trends and adjustments to provide
• an accurate annual and monthly forecast
• Generate and adjust long-term, short-term, and active forecasts to achieve canter goals.
• Review the previous day’s results and adjust histories for special days and call distributions.
• Review historical data and use workforce management software, call volume history, and overflow data to determine staffing levels and optimal staffing to handle workload requirements.
• Optimize scheduled breaks and lunches as resource requirements change, determine the need for
• overtime, and approve or deny as required.
• Monitor schedule adherence, update real-time schedules, and report agent statuses.
• Communicate and report KPIs to management and provide real-time status updates to Supervisors.
• Provide average speed of answer and abandon rate explanations for any day where KPIs are missed.
• Track and report absenteeism, schedule deviation, and forecast adjustments percentages as they relate to scheduling overhead.
• Working closely with call canter managers across all markets to consolidate data and centralize KPI
• reporting, presentation, and feedback meetings for continuous improvement purposes
• Provide workforce and performance reports to the call center management.
• Create any ad hoc reporting as needed to present to the call center management.
• Communicate and track workforce management issues to management, as required.
• Creation and maintenance of reports as required for performance and financial reporting.
• Leverages historical data from previous initiatives and pilots to develop educated assumptions for planned initiatives
• Any other special departmental assignments and/or projects as assigned.

Skills And Experience

• Bachelor’s Degree preferred
• At least 3 years of experience in a BI or data science environment
• Tableau /Power BI/experience is highly preferred
• Proficiency in Ms. Excel and at least one programming language for data science e.g., R, Python, etc.
• Design user-friendly dashboards, scorecards, excel graphs, etc.
• Excellent problem-solving skills and ability to effectively communicate solutions
• Desire and ability to learn and work with Contact Centre leaders to resolve issues
• Communication: Possess a knack for effective communication with both technical and non-technical audiences
• Knowledge of service operation technology is preferred (i.e., AMEYO, Fresh works, 3CX, etc.
• Experience in a BI or data science environment
• Working knowledge & experience with Tableau /Power BI
• Proficiency in Ms. Excel and at least one programming language for data science
• Experience in designing user-friendly dashboards, scorecards, excel graphs, etc.
• Knowledge of service operation technology is preferred (i.e., AMEYO, Fresh works, 3CX, etc.)
• Communication: Possess a knack for effective communication with both technical and non-technical audiences