Fully Remote Management & Program Analyst, Call Center

Veterans Benefits Administration; Indiana; Remote; USD 70,000 - 100,000; Full time

Job summary

Veterans Benefits Administration in the National Call Center seeks a Management Analyst to work with internal customers on operational matters, evaluating efficiency and effectiveness of RCC operations related to benefits delivery to Veterans.

You will conduct data studies, produce reports and dashboards, analyze trends, support budget estimates, and coordinate data from Cisco, CRM UDO, NICE, Salesforce and WFM systems to inform management decisions.

Qualifications

• Gathers and analyzes data to evaluate RCC operations and identify efficiency improvements.
• Performs workload analysis, productivity reviews, and changes to processes for improved operations.
• Analyzes trends and prepares management reports and recommendations.

Responsibilities

• Conducts studies evaluating regional center operations and efficiency.
• Produces graphs, charts, and dashboards for training and management briefings.
• Coordinates data from Cisco, CRM UDO, NICE, Salesforce and WFM systems to prepare reports.

Skills

Data analysis

Workload analysis

Program evaluation

Statistical reporting

Tools

Cisco system

CRM UDO system

NICE

Salesforce

WFM system

Job description

Veterans Benefits Administration in the National Call Center seeks a Management Analyst to work with internal customers on operational matters, evaluating efficiency and effectiveness of RCC operations related to benefits delivery to Veterans.

You will conduct data studies, produce reports and dashboards, analyze trends, support budget estimates, and coordinate data from Cisco, CRM UDO, NICE, Salesforce and WFM systems to inform management decisions.