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Analyst Operations

Req ID#:  93548

Knoxville, TN, US, 37922

Analyst Operations


Summary of Primary Job Responsibilities: 

Incumbents may perform some or all of the following duties: Under limited supervision, prepare and maintain statistical reports used in management decision-making.  Investigate and analyze data and decide upon alternatives to complete assignments.  Assemble and assess statistical information from system databases and other sources.  Independently plan, prepare and maintain business unit reports critical to organizational success/profitability and meeting client expectations. Investigate, analyze and assess trends and campaign/brand activity.  Monitor, evaluate and assess unit productivity on a daily basis.  Communicate directly with the supervisor and/or manager regarding agent standards/productivity. Provide associate count support for planning and scheduling.  Communicate with the manager on a daily basis to resolve problems/issues, assess forecasts and maximize efficiency.  Schedule and attend weekly forecast meetings.  May reconcile Kronos and provide information to the manager.  Review accuracy/punches and resolve any related problems with supervisor or manager.  May track and record attendance, tardies and attrition on a daily basis.  Make the supervisor aware of occurrences (corrective action/counseling to be delivered by the supervisor). Produce and post weekly associate schedules. Additional Operations support duties as assigned.



Associate degree desired.   


Experience Target:

Minimum of 1 year of experience in a call center with at least 6 months spent as a Product Specialist or Supervisor, or equivalent combination of education and experience.  Clerical and mathematical experience.



Strong computer, communication and analytical skills. Experience with Microsoft Excel preferred. Strong interpersonal skills.



Ability to collect and assess data.  Ability to work with minimal supervision, make independent decisions and solve complex problems.


Travel Required:

Minimal – up to 10%.


Analyst Operations

Nearest Major Market: Knoxville

Job Segment: Operations Manager, Clerical, Call Center, Operations, Administrative, Customer Service

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