Senior AS400 Analyst responsible for stability and performance of critical legacy systems. Involves technical reference, incident resolution, and application quality assurance.
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
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