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Operations Analyst / Call Center Analytics
Job#: 197838
Positions: 1
Posted: 03/10/2014
Location: Beaverton, OR
Department: 10 - Ops Admin
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Job Description


Supports account servicing operations by executing operational analyses, performance assessments, test setup, execution, and evaluation, and other projects to enhance a performance-based culture and strong management oversight.

  • Develop test and control environment for improving operational efficiency and effectiveness.
  • Recommend and evaluate test strategies related to a variety of areas including inbound call handling, outbound collections, and email, lettering, and text campaigns.
  • Manage and manipulate large data sets using a variety of software packages.
  • Regularly audit datasets and analysis for accuracy.
  • Present key findings to various levels within company.
  • Perform ad-hoc queries and create ad-hoc reports to support analysis, marketing, and operational areas.
  • Interact with various business unit managers, outside vendors, and consultants.
  • Develop operational forecasts and key performance metrics to ensure proper staffing, improved management controls, and enhanced performance.
  • Examine report variances and provide input to management for process improvement.
  • A Bachelor’s degree in Business, Economics, Finance or related field or equivalent experience.
  • Minimum of 3 years of analytical experience preferably in a production or call center environment.
  • Demonstrated experience in forecasting, variance analysis, and test and control environments.
  • Extremely proficient in the use of Excel, Access, or other database software.
  • Experience with MS SQL Server, HTML, .Net, SAS, and similar software is preferred.
  • Proficient in SQL query creation and development.
  • Project management experience preferred.
  • Strong quantitative and analytical skills
  • Must possess high attention to detail, strong organizational skills, and quantitative and analytical thinking ability.
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