Senior Implementation Analyst serving as the liaison between Operations and IT at GXO. Define business requirements and coordinate communication for logistics system implementation.
About the role
- Real-Time Analyst optimizing call center operations at Tarro. Driving efficiency and service level improvement in a fast-paced environment supporting small restaurants.
Responsibilities
- Track and analyze call center metrics such as service levels, queue performance, and agent availability in real time.
- Implement adjustments to schedules, staffing, and workflows to address operational needs and mitigate risks.
- Provide clear and timely communication to stakeholders regarding service performance and escalations.
- Conduct historical data analysis to identify patterns, forecast staffing needs, and recommend process improvements.
- Prepare and present reports on performance metrics, identifying actionable insights to enhance efficiency and service delivery.
- Partner with team leads and management to align on priorities and address operational challenges.
- Facilitate coordination between departments to support consistent service delivery.
- Evaluate and recommend enhancements to scheduling, workflow management, and escalation protocols.
Requirements
- Bachelor’s degree or equivalent practical experience
- Minimum of 1 year of experience in a Real-Time Analyst or related workforce management role
- Strong analytical and problem-solving skills
- Advanced proficiency in Google Sheets
- Working knowledge of workforce management tools
- Experience in MySQL/SQL as an advantage
- Excellent communication skills
- Ability to execute accurate and timely operational adjustments
- Adaptability to thrive in dynamic environments
- Strong organizational and multitasking skills
Benefits
- Competitive salary
- Professional development opportunities
- Flexible working arrangements
- Wellness programs
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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