Management Analyst III

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Job Description - Management Analyst III (260004ZT)

Job Description

Management Analyst III - ( 260004ZT )

Description

The Management Analyst III assigned to the Contact Center Operational Support and Analytics unit within the Department of Unemployment Assistance serves as a senior-level analyst responsible for providing high-level operational support, business analysis, reporting, and performance analytics to improve Contact Center operations, service delivery, workforce utilization, and customer experience.

The incumbent reviews, analyzes, and evaluates Contact Center workflows, staffing patterns, workload volumes, service levels, productivity, quality, customer experience measures, system performance, and related operational data to identify trends, risks, root causes, and opportunities for improvement. The incumbent conducts operational studies, develops performance metrics, validates data, prepares dashboards and reports, and recommends data-driven changes to agency operations, policies, procedures, systems, and resource allocation strategies.

The incumbent confers with Contact Center leadership, executive leadership, program managers, Information Technology staff, vendors, and other business units to define business needs; document operational requirements; support system enhancements and new technologies; coordinate implementation activities; and evaluate the operational impact of initiatives. The incumbent prepares executive briefings, presentations, charts, graphs, tables, narrative reports, and other written materials to support strategic decision-making and continuous improvement.

The basic purpose of this work is to provide advanced management analysis, operational analytics, reporting, and project coordination in order to improve the efficiency, effectiveness, accountability, and performance of Contact Center operations.

DETAILED STATEMENT OF

DUTIES AND RESPONSIBILITIES:

Provides senior-level operational support and business analysis for the Contact Center Operational Support and Analytics unit to improve Contact Center performance, service delivery, workforce utilization, and customer experience.

Reviews, analyzes, and evaluates Contact Center workflows, business processes, procedures, staffing patterns, workload volumes, system queues, and operational practices to identify trends, risks, bottlenecks, inefficiencies, and opportunities for improvement.

Analyzes service levels, productivity, quality, timeliness, customer experience measures, call and workload volume, average handle time, wait time, abandonment, escalation, backlog, and other key performance indicators to assess operational effectiveness.

Develops, maintains, and enhances dashboards, recurring reports, scorecards, metrics, data visualizations, charts, graphs, tables, and executive-level reporting products for Contact Center leadership, executive leadership, and other stakeholders.

Utilizes advanced Excel tools, databases, automated reports, business intelligence applications, and other analytical systems to perform quantitative and qualitative analysis of operational, staffing, performance, and customer experience data.

Designs and implements data collection, validation, reconciliation, and quality-control methods to ensure the accuracy, reliability, consistency, and usability of operational reporting and performance metrics.

Conducts operational studies, root cause analysis, performance reviews, workload analysis, and business process assessments to support strategic decision-making, workforce planning, resource allocation, and continuous improvement initiatives.

Monitors key performance indicators, service levels, productivity, quality, compliance-related measures, and operational outcomes; identifies performance variances; and prepares recommendations to address risks and improve results.

Identifies process improvement opportunities and recommends data-driven solutions to increase efficiency, consistency, accountability, and effectiveness across Contact Center operations.

Prepares executive briefings, written reports, presentations, issue summaries, operational impact…