Apply to Sprint – Analyst

Job Description:

The Resource Planning Analyst is proficient in real time call center operations, call center metrics, scheduling, working with support teams, effective communication through different mediums, and functions as a team member of the Resource Planning department. Analysts are responsible for ensuring that our customers are answered in a timely manner by coordinating call center resources and engaging strategies to ensure success. The RP Analyst will possess a strong intellectual curiosity and demonstrate proven analytical skills with the ability to collect, organize, analyze, and disseminate information with attention to detail and accuracy. The NRP BOC Team works in an exciting fast paced environment where flexibility and adaptation are the keys to success on this highly visible team.

Job Responsibilities:

• Possess an innate curiosity and a strong desire to solve problems
• Provide clear concise statistical reporting
• Engage and work with support teams for troubleshooting Customer or Agent impacting issues and effective communication around impacts and expectations
• Executive level communications when necessary
• Proactively utilize data to identify trends and implement strategies that will help the business meet its goals
• Constant analysis of current schedules, comparing them to staffing requirements to ensure we are staffed properly in a 24×7 environment
• Real-time queue management to ensure customers are answered quickly and to ensure maximum occupancy

Job Requirements:

• Alteryx, Power BI, or Tableau experience a plus
• Working knowledge of Cisco CUIC, or Avaya CMS
• Ability to work any scheduled assigned in a 24×7 environment, to possibly include extended periods of time alone
• Strong Excel skills including (pivot tables, v-lookup, creation of dashboards)
• Ability to Multi-Task effectively
• Self-starter with high energy, creativity, and flexibility
• Exhibit flexibility and willingness to take on new responsibilities and assignments as they are identified; assist with various ad hoc projects as needed
• A passion for making sure our customers get the highest level of service possible
• Demonstrated analytical ability with data shared across multiple groups
• Effective communication methods through multiple media styles
• Ability to provide and receive constructive and positive feedback from all stakeholders
• Capable of managing multiple projects with minimal direction
• Proficiency with eWFM, Verint, or other Workforce Scheduling software
• Knowledge of Six Sigma and Lean methodologies and process philosophies

Qualification & Experience:

• Experience with SQL, HTML, XML, Visual Basic Programming Highly Desired
• Experience and understanding of call center dynamics, including staffing, queues, and performance measurements
• High School Diploma
• Previous call center experience in workforce planning and management preferred
• Experience in multi-site call center management desired

Job Details:

Company: Sprint

Vacancy Type:  Full Time

Job Functions: Sales

Job Location: Kansas City, MO, US

Application Deadline: N/A

Apply Here

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