Auto req ID: 4403BR
Title: Real-Time Management Analyst
Job Function: Call Center
State and City: Multiple Locations
Company: Harley-Davidson Financial Services
Job Summary:
Under general direction this position analyzes trends, including call volume and call patterns to help meet business unit objectives. May recommend operational improvements and provide suggestions on resource allocation.
PRIMARY RESPONSIBILITIES
- Coordinates scheduling and adherence activities to ensure performance levels are met in the most cost-effective manner.
- Ensures traffic is monitored and staff levels are balanced to provide and maintain performance.
- Maintains phone representative’s compliance and attendance data.
- Ensures accurate and timely generation of reports for operations.
- Initiates and implements appropriate actions to ensure service objectives are met based on re-forecasting of current volume and AHT trends.
- Maintains integrity of related software and data received/reported.
- Analyzes staffing trends and makes recommendations to management including the use of early outs and overtime.
- Identifies, resolves and escalates volume, staffing and systematic concerns in a timely manner.
- Monitors systems to ensure adherence by phone representatives to their talk time, and auxiliary time thresholds.
- Track and approve employee vacation time based on business requirements.
- Uses effective time management to ensure customer service experience is satisfactory and meets expectations
- Protection of employees, customers and corporate information is everyone's responsibility at HDFS. All employees must follow established physical, electronic and procedural safeguards, including policies regarding data protection, segregation of duties, use of passwords, and access to information based solely on business need. In addition, any company-proprietary information (including but not limited to customer information) may not be transferred or transported outside of HDFS by employees upon leaving the company.
- It is the individual responsibility of every employee to maintain current awareness and understanding of appropriate banking laws, regulations, internal policies and procedures, and to comply with those laws, regulations, policies and procedures.
Education Required:
Associate's degree (A. A.) or equivalent from two-year College or technical school
Experience Required:
Two years experience in a call center or equivalent combination of education and experience.
- Language Skills: Ability to read and interpret documents such as operating and maintenance instructions and procedure manuals. Ability to write routine reports and correspondence.
2
- Mathematical Skills: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
- Reasoning Ability: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
- Computer Skills: To perform this job successfully, an individual should have demonstrated knowledge of spreadsheet (Excel), word Processing (Word), Workforce Management, ACD and Reporting software
Supplemental Information:
This position is open in both Carson City and Plano.
Direct Reports: No
Travel: Required 0-10%
Title: Real-Time Management Analyst
Job Function: Call Center
State and City: Multiple Locations
Company: Harley-Davidson Financial Services
Job Summary:
Under general direction this position analyzes trends, including call volume and call patterns to help meet business unit objectives. May recommend operational improvements and provide suggestions on resource allocation.
PRIMARY RESPONSIBILITIES
- Coordinates scheduling and adherence activities to ensure performance levels are met in the most cost-effective manner.
- Ensures traffic is monitored and staff levels are balanced to provide and maintain performance.
- Maintains phone representative’s compliance and attendance data.
- Ensures accurate and timely generation of reports for operations.
- Initiates and implements appropriate actions to ensure service objectives are met based on re-forecasting of current volume and AHT trends.
- Maintains integrity of related software and data received/reported.
- Analyzes staffing trends and makes recommendations to management including the use of early outs and overtime.
- Identifies, resolves and escalates volume, staffing and systematic concerns in a timely manner.
- Monitors systems to ensure adherence by phone representatives to their talk time, and auxiliary time thresholds.
- Track and approve employee vacation time based on business requirements.
- Uses effective time management to ensure customer service experience is satisfactory and meets expectations
- Protection of employees, customers and corporate information is everyone's responsibility at HDFS. All employees must follow established physical, electronic and procedural safeguards, including policies regarding data protection, segregation of duties, use of passwords, and access to information based solely on business need. In addition, any company-proprietary information (including but not limited to customer information) may not be transferred or transported outside of HDFS by employees upon leaving the company.
- It is the individual responsibility of every employee to maintain current awareness and understanding of appropriate banking laws, regulations, internal policies and procedures, and to comply with those laws, regulations, policies and procedures.
Education Required:
Associate's degree (A. A.) or equivalent from two-year College or technical school
Experience Required:
Two years experience in a call center or equivalent combination of education and experience.
- Language Skills: Ability to read and interpret documents such as operating and maintenance instructions and procedure manuals. Ability to write routine reports and correspondence.
2
- Mathematical Skills: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
- Reasoning Ability: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
- Computer Skills: To perform this job successfully, an individual should have demonstrated knowledge of spreadsheet (Excel), word Processing (Word), Workforce Management, ACD and Reporting software
Supplemental Information:
This position is open in both Carson City and Plano.
Direct Reports: No
Travel: Required 0-10%