Dialer Support Analyst II
Company: Carrington Holding Company, LLC
Location: Westfield
Posted on: January 25, 2023
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Job Description:
Job DescriptionWork directly with the business units on
day-to-day workforce management needs, and provide department
support to achieve set goals. Responsible for tracking historical
key business indicators to ensure accuracy of forecasted call
volume and call handling metric, assist in ensuring that proper
staffing is in place, and in support of operational process
improvement initiatives. Perform all duties in accordance with the
company's policies and procedures, all US state and federal laws
and regulations, wherein the company operates. The target pay range
for this position is $65,000 - $85,000/yr. ESSENTIAL DUTIES AND
RESPONSIBILITIES: Collect and report data from varying systems,
providing meaningful trend analysis and data-driven recommendations
and insights to management. Work with leadership to ensure
appropriate usage of time tracking systems to improve data
accuracy. Partner with business leaders, Dialer Support Supervisor
and other stakeholders across the company to understand workforce
needs and objectives. Identify opportunities to automate/streamline
reports, and redesign reports to include these efficiencies. Manage
confidentiality of data by following established
security/confidentiality standards. Take ownership of and ensure
integrity of data through development of audit reports;
troubleshoot irregularities; partner with other departments to
research, correct discrepancies, and lead compliance. Function as
backup support to department team members as needed for the
coordination and administration of Carrington's workforce
management system for designated business units within the
organization. Maintain consistent attendance to ensure fulfillment
of essential duties and responsibilities. Perform other duties as
assigned. ESSENTIAL KNOWLEDGE, SKILLS, ABILITIES, AND COMPETENCIES:
Knowledge of relevant and industry-specific computer software
packages preferred Knowledge of Microsoft Suite of applications
(Word, Excel, Outlook, etc.) Knowledge of standard data analytic
principles and methodologies Strong technical aptitude and
analytical skills Solid attention to details and deadlines with a
high commitment to accuracy Excellent written and verbal
communication skills are required to interact effectively with
employees across all levels of the business as well as external
teams Ability to maintain confidential information Ability to make
decisions that have moderate impact on the immediate work unit and
monitor impact outside the immediate work unit EDUCATION,
EXPERIENCE AND/OR LICENSES: Bachelor's Degree in Statistics,
Business Analytics, Computer Science or equivalent combination of
education and experience may be substituted in lieu of degree. One
to three (1-3) years of experience with workforce management
systems Experience with Microsoft Office applications (i.e. Excel,
Access, etc.) for data analysis Experience with Aspect and SQL
Experience working with cross-functional change within large
organizations
Keywords: Carrington Holding Company, LLC, Fishers , Dialer Support Analyst II, Professions , Westfield, Indiana
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