Problem Management Service Analyst driving investigations for major incidents. Collaborating with Digital Product and Engineering teams to enhance product reliability and resilience.
About the role
- Intraday Analyst responsible for call center analytics and staffing decisions at Camis. Collaborating with management to optimize service and meet departmental goals.
Responsibilities
- Interpret and analyze data to provide sound decision-making and consult
- Communicate regularly with call center managers and supervisors
- Review of weekly and daily staffing requirements in an ongoing basis in response to changes in load factors and unplanned shrinkage, and implement staffing changes as needed
- Identify potential gaps in scheduled coverage and present schedule change, cross-training, and recruiting recommendations to the WFM team and/or management
- Review agent's daily activity to support schedule adherence and agent accuracy
- Monitor daily/weekly TSF and staffing trends and implement staffing adjustments
- Provides staffing recommendations and updates to the call center management
- Communicate with the team and call center management if staffing needs change
- Monitor live agent and SL performance and assist in developing a plan of action for short-term deviations
- Make schedule adjustments for various call center activities
- Assist in ADHOC schedule changes and scheduling of off-phone post schedule release
- Deliver various reports on a daily, weekly, and monthly basis
Requirements
- Completion of some postsecondary education, either a diploma or a degree
- 2-3 years of call center experience
- Workforce management experience is an asset
- Advanced problem solving and financial calculations
- Must be able to record and analyze statistics
- Advanced knowledge of Excel
- Required to analyze complex data sets and transform them into concrete goals and objectives.
Benefits
- Camis is committed to fostering a culture that celebrates diversity and inclusion.
- Fostering a supportive environment where inclusivity is expected and prioritized.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
Leakage Analyst applying analytical skills in Affinity Water's Leakage Data Team. Responsible for analyzing leakage performance data and driving improvements in methodologies.
RFP Analyst coordinating healthcare technology proposals and driving compelling responses for UHIN. Blending project management, writing, and technology skills for high - quality submissions.
Development Equity Analyst/Associate focusing on oversight and facilitation of equity contribution processes for Final Closing and Stabilization at RBC Capital Markets. Engaging with developer partners to support affordable housing investments.
Senior Analyst driving analytics and insights for high - impact accounts at Universal Music Group. Delivering actionable insights to improve decision - making in music merchandising and ecommerce.
Senior Service Analyst providing high - quality IT support for investment banks. Coordinating between teams in Brazil and global operations, ensuring efficient service delivery in fintech sector.
Senior Service Analyst providing IT support to clients in Brazil's fintech sector. Ensuring effective resolution of technical issues and facilitating communication between local and global teams.
Operations lead supporting Army C4 services with a focus on planning and communications operations. Requires extensive experience and expertise in IT and Army operations.
Associate Principal Analyst conducting surveillance reviews to detect insider trading. Analyzing trading activity and developing analytics for FINRA's market integrity.
Process Analyst managing client satisfaction processes at SEK with responsibilities in documenting and designing workflows. Collaborating as an internal PM for operational excellence in cybersecurity solutions.