Analyst

• Utilize core WFM methodologies to manage operational changes in workload and shrinkage deriving from internal and external factors;
• Monitor internal system influences on staff requirements and drive workforce changes that meet the business needs;
• Monitor external factors that may impact workload volumes; calculate potential business impacts from these external factors; communicate action plans to the business that address the change in staffing requirements; lead the business through changes in workforce needs;
• Track system issues and assess the impact on operational performance; troubleshoot system problems with users; direct widespread system issues to the proper support team and manage the resolution back to the business;
• Develop operational staffing strategies for short-term business planning through the use of WFM staffing principles and methodologies;
• Act as the principle communication link between operational planning teams and the frontline business management team;
• Ensure contact center staff are utilized to provide optimum service levels for customers while contributing to a favorable work environment for employees;
• Perform analysis of operational resources pre & post hoc and report to leadership staff.

Real Time Analyst

Payments Analyst

Application Analyst

Technical Patent Analyst, Prior Art, Patentability, Competitive Intelligence

Technical Patent Analyst, Prior Art, Patentability, Competitive Intelligence

Deal Desk Analyst II