The Call Center Business Analyst is responsible for monitoring call center performance to ensure operational efficiency and alignment of business unit objectives. This will involve analyzing call trends and patterns to understand the impact to Key Performance Indicators and reporting findings, including ideas for improvement, to management. This position will work closely with call center staff, the IT department and management to identify and resolve issues that impact call center performance. This position is also responsible for creating staffing plans and analyzing staffing variances to meet call volume demand.
? Develop reports to assist in the analysis and improvement of call center operational efficiency and standardization
? Provide scheduling and forecasting expertise to ensure staffing levels are sufficient to cover anticipated call volume
? Analyze reporting data to evaluate the alignment of call center performance with established business unit objectives
? Proactively identify and analyze call trends, call arrival patterns, shrinkage, and other variables that impact Key Performance Indicators.
? Work with call center management and external stakeholders to identify and implement changes to systems and processes in order to increase call center efficiency
? Act as a liaison between the call center staff, the IT department and external vendors to identify and correct call center system issues
? Act as a focal point for the development and implementation of quality management. This includes developing, refining and advising quality management criteria and result indicators
? Prepare forecasts/projections and cost benefit analysis to support system and process change proposals
Bachelor?s Degree in Business or other quantitative-related field, preferred.
3-5 years of experience in performing data analysis, forecasting, and scheduling analysis in a call center environment, preferred.
Excellent oral and written communications skills.
Strong organizational and analytical skills, with proven ability to multi-task.
Advanced personal computer skills utilizing Micorsoft Office and other Windows based applications, required.
Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at