AUD Talent

Workforce Call Center Analyst

US-NJ-Somerset
2 weeks ago(1/2/2018 9:33 AM)
Job System ID
2018-5368

Overview

OneRetail is the Retail Audiology Services, based in the United States and comprised of a growing network of over 500+ clinics. Our corporate Culture of “All the Right Things” promotes delivery of hearing healthcare with the highest standards of quality and service. OneRetail firmly believes that the employees are the key to success, because they provide our patients with and extraordinary customer experience every day. Accountability, coach ability, “Above and Beyond” effort are employee traits that have made OneRetail a winning team to work for. The fundamental strengths and future growth of the OneRetail team are dependent on the contributions made by employees across our business units.

OneRetail is growing in the US market and looking for outstanding passionate talent committed to the goals and mission of the company.  As the market leader, opportunities exist in many OneRetail businesses, shared services as well as new ventures and projects.  

Responsibilities

OneRetail is searching for an experienced Work Force Analyst to work alongside the Business Analysis Supervisor to build and develop a Real-Time Reporting System for the Call Center and Department Managers. The ideal candidate will come with the versatility and adaptability that can make a difference on our growing Operational Analysis Team. Our ideal candidate has the ability to work on multiple projects simultaneously and translate business data to further develop organizational strategies. The ideal candidate must have extensive experience working with in and outbound calls and associated technology IE phone switches, dialer systems and workforce management tools.

                      

This is an amazing opportunity to be a part of a thriving long standing company. Candidates will have the opportunity to work with an organization whose brands and partners are making a difference in people’s lives every day. An environment where hard work and achievement are recognized and rewarded.

 

Position activities include but are not limited to:

  • Manage multiple projects simultaneously, and perform a variety of tasks to help deliver more value to our internal customers.
  • Ability to analyze business objectives and develop/deliver reports as it relates to that particular part of the business.
  • Collaborate with key stakeholders on identifying opportunities to further optimize our workforce.
  • Develops and manages project plans; provide ad hoc reporting of analysis and metrics to management and sales leadership. 
  • Analyze current and past KPI metric trends while suggesting next steps, effectively delivering valuable recommendation to the business.
  • Evaluate processes and results to drive efficiencies in all business areas.
  • Build short and long term forecasts with recommendations that anticipate future impacts to the business.
  • Achieves operational objectives by contributing information and recommendations to strategic plans and reviews
  • Identify process and system gaps in order to map out appropriate business enhancements.

Qualifications

  • Bachelor’s degree preferred.
  • 3-5 Years’ Experience with Workforce Management a Must
  • 3-5 Years Outbound Dialer Management Experience a Must
  • 3-5 Years’ Experience in Business Analysis.
  • Excellent written and verbal communication skills.
  • Solid organizational skills including attention to detail and multi-tasking skills.
  • Strong working knowledge of Microsoft Office.
  • Proven ability to manage project tasks and timelines to successful completion.
  • Ability to effectively multi-task, prioritize and adapt in a fast-paced, dynamic business environment  

 

OneRetail is an Equal Opportunity / Affirmative Action employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, sex, national origin, disability, or protected veteran status

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