Business Planning and Data Analyst

Ready to Change Gears?

Percepta is currently looking for an enthusiastic Business Planning and Data Analyst who knows how to balance having fun while working hard.  If you enjoy a fast paced environment and working with a great team, keep reading!

Percepta excels at providing outsourced customer contact and auto dealer services including concern resolution, technical support, sales and marketing support, and business process management.  Our customer relationship management professionals drive effective multi-channel customer relationships from 10 locations worldwide.

Position Summary

Create forecasts and schedules for all CRC programs located within the Melbourne/Manila sites utilizing the current workforce planning application.  Analyze data and trends to proactively make recommendations for staffing or process changes.  Coordinate efforts with team members to support the global use of Percepta?s workforce management theory and WPA common practices.

What You'll DoForecasting

? Responsible for developing long term forecasts, near term, and short term forecasts that will determine staffing requirements for each CRC Program within the Melbourne/Manila program sites

? Provide yearly, monthly, daily, and ? hour interval forecasting and staffing requirements of inbound and outbound telephone volumes.  Also provide forecasting for all off-phone work types

? Complete ad hoc staffing model requests to determine future staffing requirements based on what if scenarios.

? Maintain detailed records of volume and handle time impacts for future forecasting accuracy.

? Coordinate and attend monthly forecasting meetings with Program Managers and Clients.

? Ongoing support of project staffing efficiency, forecasting, and business continuity.

? Maintain CSR hire plans coordinating with HR and Training to ensure resource availability.Data Analytics/Reporting

? Responsible for reviewing and evaluating call center performance and metrics, identifying trends, recognizing opportunities for improvement, and recommending changes based on results from analysis performed.

? Develop and maintain ad hoc reports requests not in scope of the Oneview application.

? Review and provide input to business cases for staffing or process changes.  As changes are implemented you will track the impacts of the change to determine the success or impacts of the initiatives.Miscellaneous

? Work on activities and/or projects as requested by the Enterprise Resource Planning and Reporting Manager or Site Director

? Ability to interface with all levels of management including Executives within Percepta and Ford

 

What You Have

EDUCATION: BA/BS degree in accounting, mathematics or computer science, or equivalent work-related experience required.

 

EXPERIENCE: 

? 3-5+ years experience in demonstrated call center workforce management and data analytics

? 2+ years experience with Aspect eWorkforce Management v6.3 or higher

? Preferred minimum 1 year Aspect eWorkforce Management setup and maintenance experience

? Preferred experience in current core procedures and processes

 

SKILLS:Ability to communicate well with other departments, and all levels of management, with minimum supervisionStrong presentation skillsStatistical Analysis experience requiredEffectively organize/present dataStrong mathematical skillsAvaya phone system knowledgeStrong computer skills, including spreadsheets and database applicationsExcellent oral and written communication and presentation skillsAbility to work independentlyDetail orientedStrength in working on self-managed projects in conjunction with other departments

 OTHER:

 

? This position requires a high level of professional integrity.  Client and employee information must be kept confidential

? Must be available to work varied shifts.

 

What We OfferHealth benefits for full time employees including Medical & Dental coverage. Plans for time off including vacation and sick time. Auto discounts. Discounts with local businesses and entertainment venues. Great employee recognition events and various rewards and recognition programs. On site fitness center. Free and ample parking.

If you would like a career that places you in the driver's seat please follow the link below to apply online!Requirements:

Apply Now!