Position Responsibilities:

• Create, monitor, and adjust team schedules to meet business needs, ensuring appropriate coverage throughout the day
• Assist in the development and execution of operational strategies, reports, and technology that align with overall business objectives
• Assist in budgeting and tracking of operational expenses, cost to serve, & cost per interaction
• Generate and review daily/weekly/monthly performance KPI and report to respective stakeholders
• Conduct data analysis to identify trends, inefficiencies, and opportunities for operational enhancement, & present insights and recommendations based on findings
• Generate and report forecasting using our suites and tools, & support ad hoc forecasting/reports requested by leadership
• Other duties as assigned

Required Education and Experience:

• Bachelor’s Degree and 3 plus years of related experience or High School Diploma/General Education Diploma and 6 plus years of specific experience