Sr Business Operations Analyst Job

Company Name:
Alliance Data
The person in this position will be responsible for development and ongoing administration of the capacity planning models and reports, and will be called upon to produce data in order to answer inquiries regarding current and future staffing and productivity metrics.
Proactively suggest opportunities for process automation, forecasting methodologies, trending analysis, budget process, etc.
Serve as primary facilitator for all capacity planning efforts and will be expected to manage the process in a manner that creates direct and efficient collaboration between various lines of business.
Creating clear definition and transparent communication of any upcoming capacity risks
Define metrics and processes for collecting data utilized in predicting staffing demand and shrinkage analysis.
Creation and support of models that translates the predicted customer demand to staffing capacity.
Report forecast versus actual capacity and assist the various departments with balancing their customer demands with resources deployment.
Develop relationships with Customer Care Center's management to ensure the incorporation of all anticipated business changes.
Develop working relationships with other departments to ensure success. Participate in cross-functional teams to leverage workforce processes / management, strategic planning and other operational methodologies and tools.
Create, publish and effectively communicate information and analysis measuring workforce operations performance to identify key areas of concentration and potential improvements to the operating environment. This includes improving the staffing models, executive/management reporting used for workforce planning and analysis.
Present analysis making recommendations regarding the development of new operational processes that contribute to the forecasting / staff planning efficiency and effectiveness.
Degree in Mathematics (Statistics), Business
3 - 5 years contact center experience in a financial institution or retail, with a concentration in workforce management analytics.
3 years of analytics experience, preferably in contact center capacity planning
Previous exposure and insight into a technically advanced operational needs
Advanced knowledge of MS Office Suite, specifically MS Access and MS Excel
6-12 months experience writing SQL
Excellent time management skills, ability to manage multiple projects simultaneously and work in a fast-paced environment
Ability to work independently, determine priorities and meet critical deadlines
Ability to interact with and communicate statistical information to different levels of management in various functional areas
Self Motivated, ability to question current workflow processes and make recommendations to enhance the business
Strong interpersonal skills
_Preferred Experience:_
Previous call center capacity planning experience for inbound customer service, outbound collections and back office functions
Retail Pay Statement
Alliance Data offers a competitive salary, a comprehensive selection of benefit options including 401(k).
Retail Conditions of Employment
All job offers are contingent upon successful completion of credit and background checks.
Retail Services
Let's face it; it's a brand loyal world we're living in, which is why Alliance Data Retail Services offers integrated private label and co-brand credit card programs enhanced by integrated marketing services. We manage over 90 credit programs for America's most recognized retailers, helping them sell more and improve customer loyalty.
About Alliance Data
Alliance Data Retail Services is one of the nation's leading providers of branded credit card programs, with more than 130 marketing-driven private label, co-brand and commercial programs in partnership with many of North America's best-known brands. The business delivers upon its Know more. Sell more. commitment by leveraging customer insight to drive sales for its client partners. Leveraging deep-rooted marketing expertise, transaction-based customer data, and advanced analytics, Alliance Data Retail Services creates turnkey, multichannel credit programs designed to help its clients develop stronger, more profitable customer relationships. Alliance Data Retail Services is part of the Alliance Data family of companies. To learn more about Alliance Data Retail Services, visit .
Date: Aug 21, 2014
Location: Westerville, OH, US
Company: Alliance Data
Job: Operations
Organization: Alliance Data - Retail
Schedule: Regular
Job Type: Full-time
Job Posting: 2014-08-21
Req ID: 0064035
Nearest Major Market: Strategic Planning, Call Center, Strategy, Customer Service
Nearest Secondary Market: Strategic Planning, Call Center, Strategy, Customer Service
Job Segment: Strategic Planning, Call Center, Strategy, Customer Service

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