Job ID:
J36993
Specialized Area:
Business Analyst
Job Title:
Business Analyst
Location:
Columbia,,MD
Duration:
12 Months
Domain Exposure:
Manufacturing, Education, Real Estate, IT/Software
Work Authorization:
US Citizen, Green Card, OPT-EAD, CPT, H-1B,
H4-EAD, L2-EAD, GC-EAD
Client:
To Be Discussed Later
Employment Type:
W-2 (Consultant must be on our company payroll. C2C is not allowed)
Primary Responsibilities:
Create and maintain statistical models that can produce and provide both long and short term forecasts and generate requirements for contact volumes, staff, hiring plans, daily schedules, hours of operation, and other business needs accounting for seasonality, goal metrics, historical trends, propensities, and other necessary inputs
Write and deliver reporting on staffing, contact statistics, production, other business activities, and ad hoc requests using a variety of tools including WFM software and SQL
Responsible for agent schedule creation including allocation of vacation and schedule adjustments
Create and administer schedule bids by location
Consistently evaluate current staffing against the original bid ensuring staffing holes created by turnover and attrition is filled
Lead weekly planning meetings with call center and WFM to prepare for upcoming weeks
Manage existing schedules by determining current and future scheduling needs
Inputs volumes for WFM to use for scheduling and real time management
DIGITAL TECHNOLOGIES LLC is an equal opportunity employer inclusive of female, minority, disability and veterans, (M/F/D/V). Hiring, promotion, transfer, compensation, benefits, discipline, termination and all other employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, age, disability, national origin, citizenship/immigration status, veteran status or any other protected status. DIGITAL TECHNOLOGIES LLC will not make any posting or employment decision that does not comply with applicable laws relating to labor and employment, equal opportunity, employment eligibility requirements or related matters. Nor will DIGITAL TECHNOLOGIES LLC require in a posting or otherwise U.S. citizenship or lawful permanent residency in the U.S. as a condition of employment except as necessary to comply with law, regulation, executive order, or federal, state, or local government contract