Workforce Operations Analyst II

Client Reference Code: 187662-2Location: Operations Analyst can be located at our Maitland, FL or Riverview, FL office.JOB SUMMARYResponsible for gathering data from various systems and sources to perform financial analysis, trending, forecasting, and business impact. Reviews data for enterprise wide Customer Care operations, programs and initiatives that support and enhance the Company's commitment to customer satisfaction and revenue growth.ESSENTIAL FUNCTIONS OF THE POSITIONContribute to the Company vision of being the industry leader in customer service through quality, commitment, courtesy and teamworkPerforms analysis, trending and communication of key performance indicators and business initiativesMonitor and review reports and records of activities to ensure progress is being accomplished toward specified program/project objectives and recommend changes in methodology as required to attain business objectivesMakes recommendations based on data for process improvement and strategic business decision makingCreate company-wide benchmark reports and interprets results in order to improve overall operationsCreate reports and data driven presentations with impact - identifies trends and occurrences in data and translates findings into various mediums including text, charts, graphs, displays, tablesInvestigate and perform root cause analysis of complex natureCompile Executive level reporting as requiredIndividual will work with various call centers and cross-functional departmentsPerform other duties as requested by supervisorPREFERRED QUALIFICATIONSA. Skills/Abilities and KnowledgeAbility to communicate orally and in writing in a clear and straightforward mannerAbility to analyze key performance indicators/metricsAbility to manager multiple projectsAbility to prioritize and organize effectivelyAbility to maintain confidentiality Ability to use personal computer and software applications (i.e. MS Office, Visio, etc.)Knowledge of general accounting and billing proceduresVision ability: close vision, peripheral vision, and ability to adjust focusB. Education (level and type)Bachelors Degree in Business, Statistics, Math, Economics from a four-year college university; or related field, equivalent training, education and experienceC. Related Work Experience Number Of YearsQuantitative Analysis work experience 3Knowledge of call center metrics and key performance indicators preferredKnowledge of cable industry preferredKnowledge of cable billing systems preferredD. Certifications and/or LicensesValid driver's license, satisfactory driving record within Company required standards and auto insuranceWORKING CONDITIONSOffice environmentTravel less than 10% of the timeJob Code : TWCBDA340 Operations Analyst II Exempt 187662BR