Call Center BA - Vienna, Virginia GC or Citizens

Call Center BA - Vienna, Virginia GC or Citizens

Contract IT role.

Location:

Vienna, Virginia. Duration: 6+ Months. Background checks (BGV) will be completed for selected candidates.

An experienced Business Systems Analyst with call center technology experience. Individual will participate in all aspects of the project lifecycle from Design on, and have individual accountability for up to two work streams. This position requires direct interaction with business partners to understand and define reporting needs, as well as provide SME assistance with report content interpretation and narratives. The Business Analyst interacts with the technical reporting analyst team during report design and creation to ensure the reports meet business needs, and performs report data validation and testing.

The Business Analyst may also periodically request data extracts and manipulate data in spreadsheets. As a key resource to others,

• Use workforce management software and call volume history to help manage intra-day staffing levels and determine the most effective methods for staffing adjustments
• Utilize call center tools to observe agents' actual state compared to agents' scheduled state
• Manage real-time inbound call traffic to help ensure that service levels are met
• Gain an understanding of the technical and business solutions: optimized schedules, forecasts and other tools and present them to management
• Prepare and maintain reports, dashboards and monthly packages. Includes SharePoint reporting
• Gain familiarity with analysis and ensure consistent methodologies are followed to maintain quality
• Support the preparation of ad hoc analysis that enables strong understanding of the business
• Provide training on report, dashboard and package development to team members and management as needed
• Responsible for all data analysis, reporting, and call flow design
• Work with CCSP Senior WFN analyst to ensure staffing requirement data is accurate and workflow monitoring and processes are efficient and current
• Extensive work experience, possibly in multiple functions
• Work with established UMR CCSP procedure
• Maintain a high degree of accuracy, along with attention to detail
• Analyze, review, forecast, and trend complex data
• Present analysis and interpretation for operational and business review and planning
• Support short and long term operational/strategic business activities through analysis
• Develop recommended business solutions through research and analysis of data and business process and implement when appropriate
• Assist in the maintaining and future design of the CCSP SharePoint site and reporting data that produces metric view on site
• Assist in call flow design for all UMR departments
• Business Analyst work to establish and/or increase efficiencies in procedures
• Coordinates with other functional work groups for activities
• SME to internal customers for WFM and Telephony technologies

• Bachelor’s degree or 3+ years of equivalent work experience in a corporate environment
• 3 years of workforce management experience (i.e. responsible for scheduling, call volume monitoring and adjusting, determining and communicating work schedules and resources for call queues, consulting with call operations, etc.)
• 3 years of experience with workforce systems such as Avaya, CMS, IEX, eWFM, Genesis, MS Dynamics
• Intermediate level of proficiency with Microsoft Office, including MS Access
• Knowledge and understanding of ACD and ICM design that includes but not limited to vectors, VDNs, Avaya Business Advocate

• Financial Domain Experience

Please respond with your word resume and requested details:

• Full Name
• Work Authorization
• Contact Number
• Email
• Skype
• Current location
• Willing to relocate
• Rate/hr

All your information will be kept confidential according to EEO guidelines.