Data Analyst New York, NY
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Job Location:
New York City, NY - USA
Monthly Salary:
Not Disclosed
Posted on:
19 hours ago
Vacancies:
1 Vacancy
Job Summary
ATTENTION MILITARY AFFILIATED JOB SEEKERS- Our organization works with partner companies to source qualified talent for their open roles. The following position is available toVeterans Transitioning Military National Guard and Reserve Members Military Spouses Wounded Warriors and their Caregivers. If you have the required skill set education requirements and experience please click the submit button and follow the next steps. Unless specifically stated otherwise this role is On-Site at the location detailed in the job post.
Minimum Salary
$80000.00
Maximum Salary
$105000.00
Job Description
Data Analyst must demonstrate core competencies in working with Genesys Cloud Workforce Management. This role supports call center operations by leading call volume forecasting and staffing optimization efforts to ensure workforce resources are effectively aligned with customer demand. Leveraging Genesys Cloud the Data Analyst will analyze historical trends high demand drivers and operational performance data to produce accurate forecasts and convert them into actionable staffing recommendations. The role utilizes Genesys Cloud performance metrics to improve service levels reduce average call handle time (AHT) and enhance the overall customer experience. The Data Analyst partners closely with Call Center Operations Customer Operations Analytics and leadership to support data driven decision making operational efficiency and continuous performance Data Analyst must operate effectively in a fast paced dynamic environment demonstrating strong organizational and prioritization skills. The role requires the ability to effectively prioritize competing tasks to ensure timely and accurate completion of deliverables adapt quickly to shifting priorities while maintaining high quality analytical output and manage multiple projects simultaneously applying sound judgment to determine urgency impact and importance.
Responsibilities
Core Responsibilities
Develop and maintain accurate call volume forecasts using historical trends seasonality workload drivers and business impacts to support operational planning using Genesys Cloud
Translate demand forecasts into staffing requirements to ensure appropriate coverage and efficient resource utilization across call center operations
Monitor and analyze forecast to actual performance; identify variances and recommend corrective actions to improve forecast accuracy and service outcomes
Optimize staffing strategies to improve service level attainment reduce customer wait times and minimize call abandon rates.
Analyze average handle time (AHT) trends and operational drivers; partner with operations to identify efficiency improvement opportunities
Evaluate the relationship between call demand staffing AHT and service levels to support balanced and sustainable workforce plans.
Provide data driven insights and staffing recommendations to call center leadership to support real time and long-term decision making
Track and report on key workforce and call center KPIs including service levels AHT occupancy utilization and forecast accuracy
Support continuous improvement initiatives focused on enhancing call center performance and customer experience.
Collaborate with Customer Operations Data Analytics and cross functional teams to align workforce planning with operational and customer service objectives.
Ensure workforce management activities comply with Company policies departmental standards and applicable regulatory requirements.
Additional Qualifications/Responsibilities
Qualifications
Required Education/Experience
Bachelors Degree 2 years of relevant experience
Associates Degree 4 years of relevant experience
High School Diploma/GED 5 years of relevant experience
Relevant Work Experience
Proficiency in Genesys Cloud reporting dashboards and performance metrics required.
Knowledge of workforce management concepts including forecast accuracy capacity planning shrinkage occupancy and utilization required.
Demonstrated experience developing short term and long-term call forecasts based on historical trends seasonality and demand drivers required.
Experience translating call forecasts into staffing and capacity recommendations to support service level objectives required.
Proven experience analyzing service levels average handle time (AHT) volume variance and other call center KPIs required.
Experience partnering with Call Center Operations Analytics teams and leadership to support data driven workforce decisions required.
Strong proficiency with Excel and reporting tools including data analysis modeling and visualization required.
Experience working in a regulated or high-volume call center environment required.
Exhibits a deep commitment to excellence and a keen attention to detail required.
Ability to translate complex data into clear actionable operational recommendations required.
Licenses and Certifications
Drivers License Required
Other: Other:Advanced coursework or certification in workforce management forecasting statistics or data analytics X Preferred
Additional Physical Demands
The selected candidate will be assigned a System Emergency Assignment (i.e. an emergency response role) and will be expected to work non-business hours during emergencies which may include nights weekends and holidays.
Must be able to respond to Company emergencies by performing a System Emergency Assignment to restore service to our customers.
Required Experience:
IC
Key Skills
- Data Analytics
- Microsoft Access
- SQL
- Power BI
- R
- Data Visualization
- Tableau
- Data Management
- Data Mining
- SAS
- Data Analysis Skills
- Analytics
About Company
VetJobs & Military Spouse Jobs works with our employer partners to source, screen, and move qualified talent to the desktops of the Hiring Managers. Application is a two-step process, so please be patient with the team. When you submit to a position on our site your information will ... View more
