Faculty Group Practice WFM Real Time Analyst ** Based in Las Vegas**
Company: NYU Langone Health
Location: Las Vegas
Posted on: August 6, 2022
Job Description:
Position Summary:We have an exciting opportunity to join our
team as a FGP WFM Real Time Analyst. In this role, the successful
candidate is responsible for in-depth analysis of events and
activities within the Customer Experience Center utilizing data
from multiple sources and identifying trends, issues and
opportunities for improvement. Recommendations will be expected in
appropriate areas, including, but not limited to: service level
achievement, workforce optimization, process improvements,
maximizing revenue opportunities and root cause analysis on
transaction types and system effectiveness. Collaboration and
reporting skills will also be required. Overall responsibilities
include: Customer Experience Center overall operational
effectiveness, Performance analysis, and impact reporting, Trend
analysis, and performance assessment, Standards and measurement,
Report generation, and improvement recommendationsJob
Responsibilities:
- Identify business trends in the Center utilizing data from
multiple systems and sources (Cisco, SalesForce, VERINT and various
internal systems).
- Support other Workforce Analysts when required in other
business units or locations, in workforce planning and intraday
management as needed
- Work with Financial Analyst when evaluating recommendations to
identify cost, ROI and other budget considerations
- Respond to requests for information/reports or analysis from
Center and enterprise personnel
- Distribute information in a timely manner to appropriate
personnel across the enterprise regarding trends and issues that
are identified within the Center
- Assist in assessing impact of events and activities within the
Center related to the Centers ability to meet performance
objectives and customer experience requirements
- Work closely with Contact Center Operations Group, aligning
technology, systems and processes for improvement
- Evaluate, and create reports - innovatively utilizing multiple
data streams to identify and resolve issues related to improving
Contact Center performance and the customer experience
- Develop technical and/or non-technical solutions to business
needs and changes by gathering, compiling and reviewing information
and dataAdditional Position Specific Responsibilities:Primary
Interactions: Access Center staff including Contact Center
Workforce, Quality, and Training Teams, Financial Analyst,
Directors, and Center Management Team, Field and enterprise
personnel as needed. Competencies: Position requires strong
technical, communication and management skills and extensive
experience in business analysis, preferably within a Contact Center
environment. Strong analytical abilities. Ability to conduct
statistical analysis. Excellent interpersonal, oral and written
communication skills. Ability to work with all levels of the
organization. Strong PC skills. Ability to manage multiple tasks.
Understanding of call center metrics, tools and
technologies.Minimum Qualifications:To qualify, a college degree is
preferred, with a minimum of four (4) years experience in a
business analysis/operational planning function required.Experience
within a contact center environment required.Experience using a
workforce management tool required.Experience managing data streams
from multiple sources including telecommunication systems (Cisco),
VERINT Systems, SalesForce.com and all internal systems (EPIC)
Keywords: NYU Langone Health, Las Vegas , Faculty Group Practice WFM Real Time Analyst ** Based in Las Vegas**, Professions , Las Vegas, Nevada
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