Credit One Bank Careers

Workforce Analyst II in Las Vegas, NV at Credit One Bank

Date Posted: 4/26/2018

Job Snapshot

Job Description



Position Summary

 

In addition to the roles of WFA II, assists Operations Management by developing reporting and analysis on service channels to reduce call intensity, suggest improvements to existing workflows and improve overall customer experience.

Summary of Essential Job Functions

 

  • Develop, create and automate dashboard and ad hoc reporting.
  • Develop and create presentations with data, graphs, documentation and analysis as requested by Department Management.
  • Works with Risk to support publication of relevant reports in Tableau by providing sound logic, data definitions and relevant operational context.
  • Review department reports for operations and provides management with a summary that identifies any trends or anomalies within the data.
  • Provides reporting and analysis using champion/challenger testing to show value of recommended changes.
  • Provides journey mapping of current customer experience across all channels (IVR, Web, Mobile App, Agent), as well as suggestions for improving customer experience.
  • In coordination with Operations Management, liaison to other departments on all initiatives that may impact contact volume.
  • Assist with managing Global ASA, Staffing Compliance, and Forced Disconnects through use of various CMS tools
  • Regularly complete, review, and obtain approval for work orders, vendor access forms and roster changes
  • Provide ad hoc reporting and analysis of trends including but not limited to call arrival patterns, staff and contact center drivers/metrics
  • Other duties as assigned.

Job Requirements



Position Requirements



 

  • Minimum of 2 years experience in workforce management
  • Excellent organizational skills, with demonstrated time management capabilities and grammatical skills are required.
  • Advanced proficiency in a variety of software and PC applications including but not limited to Microsoft office suite (Excel, Word, PowerPoint, Outlook, Access), etc.
  • SQL/SAS programing experience preferred
  • Demonstrated analytical skills.
  • Ability to summarize complex information using effective/attractive report formats including charts and graphs.
  • Must be able to conceive and develop projects through to completion with minimal supervision.
  • Expected to excel in a teamwork environment and maintain confidentiality of personnel and business information.
  • Scheduling or reporting experience in inbound contact center

 

 Physical Requirements

 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

While performing the duties of this job, the employee is regularly required to sit. However, the employee may choose to stand and move within cubicle area. The employee is frequently required to use arms to reach and hands to finger, handle, and feel. Must possess the ability to effectively hear and communicate verbally. The employee must occasionally lift and/or move up to 2 pounds. Specific vision abilities required by this job include close vision, peripheral vision, depth perception and ability to adjust focus.

 

 

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