Business Analyst

• Accurately predicts call volumes, average speed of answer (ASA), service levels, abandonment rates, and average handle times by call type to identify and monitor trends
• Identifies and locks in capacity required to meet service level targets efficiently via hiring, outsourcing, and attrition
• Develops staffing models utilized by Finance during the budgeting process
• Maintains numerous staffing models which may include multiple business units
• Performs continuous analysis and projects if resulting metrics will increase or decrease call volume in the long-term (typically 12-18 months)
• Captures call baseline data, recording and removing volume-driven events, determines historical patterns, incorporates incremental drivers and shrinkage patterns through analysis of past data
• Predicts future impact on call drivers
• Analyzes and interprets staffing model results by isolating and analyzing trends and assessing business impacts
• Develops a long-term service level plan with specific actions based on gaps identified by the model
• Meets with management to review staffing models and to make improvements on future forecasts
• Designs, builds and maintains databases and/or spreadsheets tracking key service statistics
• Determines long-term needs and loads the forecast into the WFM system
• Serves as expert on WFM software and may be point of contact for systems related issues

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