Operations Analyst

Fexco

Kerry

Fexco MBSC are currently recruiting for an Operations Analyst to join their team on a 12 months fixed term contract based in Killorglin, Co.Kerry. Job Purpose: The Operations Analyst’s main responsibility is to assist and support the MBSC shared services division with a variety of tasks covering, real-time management, scheduling updates, resource allocation and reporting. Main Responsibilities: Monitor contract specific key performance indicators on a real time basis and insure they are in line with agreed service levels. Fully understand resource requirements & keep the Teleopti Work Force Management database accurate and up to date reflecting effort for each client. Allocate resources in MBSC according to demand insuring that resources are utilized in a shared services environment. Liaise with resource planning and team leaders to schedule and approve all off line activities. Monitor all contact channels coming into MBSC and make necessary updates/ changes to deal with demand. Recommend schedule amendments to the MBSC Operations Management team where needed to improve/achieve our KPIs. Recommend any shift amendment and resources requirements where needed to achieve Service levels. Provide reporting for service delivery across all contracts. Assist with the roll out of Genesys in MBSC and manage report generation requirements for each client. Support operations with managing holiday balances and provide recommendations on holiday availability. Support the production of Forecast vs. Actual analysis and be able to identify current trends across multiple contact channels. Interpret the analysis to ensure the business is aware of any issues that may occur due to a change in forecast, staffing or ad hoc campaigns. Have the ability to analyse the root causes of forecast variation and highlight trends. Competencies Required: The successful candidate must: Have strong relative experience in a contact centre/logistics environment along with associated methodologies. Be a big picture thinker – ability to identify opportunities, efficiencies, alternative uses of technologies and resources. Be Flexible and adaptable with a positive attitude. Be proficient in Microsoft packages e.g. Excel, Word, Power point. Possess analytical skills with excellent communication, literacy interpersonal & influencing skills. Possess the ability to handle multiple tasks & prioritise in a fast paced environment. Be a Dynamic Team player. Fexco is an equal opportunities employer This job originally appeared on RecruitIreland.com.

1965 days ago