Ops Supt Analyst-Rptg
Sitel
Puerto Princesa, PH
1d ago

SUMMARY OF RESPONSIBILITIES

Under limited supervision, prepare and maintain statistical reports used in management decision-making

Investigate and analyze data and decide upon alternatives to complete assignments

Assemble and assess statistical information from system databases and other sources

Independently plan, prepare and maintain business unit reports critical to organizational success / profitability and meeting client expectations

Investigate, analyze and assess trends and campaign / brand activity

Monitor, evaluate and assess unit productivity on a daily basis

Communicate directly with supervisor and / or manager regarding agent standards / productivity

Provide associate count support for planning and scheduling

Communicate with manager on a daily basis to resolve problems / issues, assess forecasts and maximize efficiency

Schedule and attend weekly forecast meetings

May reconcile Kronos and provide information to manager

Review accuracy / punches and resolve any related problems with supervisor or manager

May track and record attendance, tardies and attrition on a daily basis

Make supervisor aware of occurrences (corrective action / counseling to be delivered by supervisor)

Produce and post weekly associate schedules

Additional Operations support duties as assigned

WORK EXPERIENCE

Minimum of one (1) year of experience in a call center with at least 6 months spent as a Product Specialist or Supervisor, or equivalent combination of education and experience

Clerical and mathematical experience

EDUCATION

Associate degree desired

KNOWLEDGE / SKILLS / ABILITIES

Strong computer, communication and analytical skills

Experience with Microsoft Excel preferred

Strong interpersonal skills

Ability to collect and assess data

Ability to work with minimal supervision, make independent decisions and solve complex problems

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