Dialer Support Analyst II

Company: Carrington Holding Company, LLC
Location: Westfield
Posted on: January 25, 2023

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