GENERAL DUTIES & RESPONSIBILITIES
Leads, develops and maintains strategy for operations data analyses used throughout the call centers.
Directs the definition, implementation and integration of statistical and data analysis principles, processes, techniques and templates in the call centers.
Extracts data from large scale databases or information systems to create custom datasets or models.
Develops simulations or models of long-term call volumes, call traffic, traffic flow, financial impacts, problems and / or issues within the call center's operations.
Analyzes information obtained from models or simulations to track operational metrics and forecast long-term call volumes and contact rates, learning curves, training needs and / or to define operational problems and provide proposals for solutions.
Creates capacity plans, staffing / FTE forecasts, pricing scenarios and other analyses required by management.
Prepares reports of findings for management to facilitate decision-making.
Creates tables, figures, listings or other references for use in reports and presentations of analysis.
Manages personnel activities of departmental staff, e.g., hire, train, reward, motivate, discipline, terminate, performance reviews and pay discussions.
Evaluates and assesses new projects based upon size, complexity, and time frame.
Serves as escalation point for issues beyond operations analysts’ authority; resolves conflicts involving scheduling, resources, or technical issues.
May be responsible for budgeting of department's personnel, capital and / or operations expenses.
Other related duties assigned as needed.
High school diploma or GED. Associate’s or Bachelor’s degree or the equivalent combination of education, training, or work experience is preferable.
GENERAL KNOWLEDGE, SKILLS & ABILITIES
Considerable knowledge of the company’s products, services and business operations to enable resolution of customer inquiries
Excellent customer service skills that build high levels of customer satisfaction
Excellent verbal and written communication skills
Must be detail-oriented and customer-driven, focusing on providing the highest quality products and services to FIS internal and external customers
Ability to lead and manage large teams effectively
Working knowledge of workforce management practices and tools, e.g., scheduling software, quality monitoring software
Demonstrated problem-solving and decision-making skills
Demonstrated analytic and root cause analysis skills for process improvement initiatives
Demonstrates effective people skills and sensitivities when dealing with others
General skill in the use of MS Office and other standard software applications required to perform the job duties
Ability to work both independently and in a team environment
FIS JOB LEVEL DESCRIPTION
Career level management role. Works under general direction of middle or senior level management. Manages and mentors a team of Call Center Operations Analysts.
Serves as a project leader and / or subject matter expert, and provides input into strategic direction. Typically requires seven or more years of experience in operational data analysis or statistical analysis and five or more years of management or supervisory experience.
With a 50-year history rooted in the financial services industry, FIS™ is the world's largest global provider dedicated to financial technology solutions.
We champion clients from banking to capital markets, retail to corporate and everything touched by financial services. Headquartered in Jacksonville, Florida, our 53,000 worldwide employees help serve more than 20,000 clients in over 130 countries.
Our technology powers billions of transactions annually that move over $9 trillion around the globe. FIS is a Fortune 500 company and is a member of Standard & Poor’s 500® Index.