Call Center Business Analyst - Real-Time Ops & Reporting

Info-Ways; Vienna (VA); On-site; USD 70,000 - 90,000; Full time

Job summary

A staffing solutions company seeks an experienced Business Systems Analyst in Vienna, Virginia, for a contract role. This position involves managing call center technologies, ensuring efficient staffing, and preparing reports. Ideal candidates will have a Bachelor’s degree or 3+ years of related experience, particularly in workforce management systems. The role calls for strong analytical skills and proficiency with reporting tools. Engage with business partners to align reporting needs and provide subject matter expertise.

Qualifications

• 3+ years of workforce management experience, with responsibility for call volume monitoring.
• Experience with workforce systems like Avaya, CMS, and MS Dynamics.
• Intermediate proficiency with Microsoft Office, including MS Access.

Responsibilities

• Manage intra-day staffing levels using workforce management software.
• Prepare and maintain reports and dashboards.
• Coordinate with functional work groups for activities.

Skills

Workforce management

Data analysis

Call flow design

Report preparation

Education

Bachelor’s degree or equivalent experience

Tools

Avaya

CMS

IEX

eWFM

MS Dynamics

Microsoft Office

Job description

A staffing solutions company seeks an experienced Business Systems Analyst in Vienna, Virginia, for a contract role. This position involves managing call center technologies, ensuring efficient staffing, and preparing reports. Ideal candidates will have a Bachelor’s degree or 3+ years of related experience, particularly in workforce management systems. The role calls for strong analytical skills and proficiency with reporting tools. Engage with business partners to align reporting needs and provide subject matter expertise.