Senior Operations Analyst driving operational efficiencies and analyzing call center performance at Farmers Business Services. Collaborating with cross-functional teams to implement business solutions and improve results.
Responsibilities
Support driving operational efficiencies through improvements to the systems
Monitor call volume by interval real time
Focus on proactive forecasting
Real time WFM metrics (AUX, unplanned shrink)
**Key Responsibilities**
Guide and facilitate cross functional teams in the development and implementation of business solutions
Analyze operational information to understand the impact of business initiatives on operational functions
Perform project management and analytics as necessary, including the ability to identify trends and make recommendations as to operating procedures that can improve results.
Requirements
Over 4 years of experience in a similar role
Bachelor's degree preferred in Mathematics, Statistics, Business, or related field.
Fluency in English
Availability to work from 1:00 to 10:00 pm BRT
**Other Critical Skills**
Forecasting
Management Reporting
Exploratory Analysis (Data Analytics)
**Software / Tool Skills**
Excel - Intermediate/Advanced
Power BI (Highly Preferred)
SQL (Highly Preferred)
NICE WFM
Cisco or Telephony/Contact Center System (Highly Preferred)
Benefits
A competitive salary and performance-based bonuses.
Comprehensive benefits package.
Flexible work arrangements (remote and/or office-based).
You will also enjoy a dynamic and inclusive work culture within a globally renowned group.
Private Health Insurance.
Paid Time Off.
Training & Development opportunities in partnership with renowned companies.
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