Performance and Operations Analyst, Sr.

JOB DESCRIPTION

Position posted until filled

Salary Range : $75,000-$85,000

SUMMARY OF DUTIES

The Performance and Operation Analyst, Sr position will be responsible for the development and management of internal reports and metrics for all Department of Customer Service / ATL311 Customer Service Center (CSC) facing operations.

The role will also mentor and assist the Performance Specialist on the team. This position will also have hybrid attributes with duties and responsibilities that are innately a part of Workforce Management, Customer Service Delivery, Quality Assurance, and Training teams.

MAJOR DUTIES AND RESPONSIBILITIES

List the essential job duties that are specific to the position. These are typical responsibilities for this position and should not be construed as exclusive or all-inclusive.

• Build, develop, and maintain data models, reporting systems, data automation systems, dashboards, and performance metrics that support key business decisions.
• Oversee the design and delivery of reports and insights that analyze business functions and key operations and performance metrics.
• Provides positive leadership with the team, working harmoniously with others in the Department and other organizations, and ensuring that the day-to-day activities are handled.
• Provides oversight in the gathering and analysis of technology requirements on behalf of the Department.
• Develop recommendations to streamline processes and leverage technology.
• Oversee the data / report requests process : tracking requests submitted, prioritization, approval, etc.
• Ensure the accuracy of data and deliverables of the team with comprehensive policies and processes.
• Performs data analysis to proactively identify and / or resolve problems per operational standards and procedures.

Decision Making :

• Provide input regarding decisions that impact projects relating to the Department of Customer Service.
• Follows standardized procedures and written instructions to accomplish assigned tasks.
• Applies organizational policies; recommends strategy or policy changes.
• Provides project guidance as required.

Leadership Provided :

Does not have formal supervisory authority over a specified workgroup. However, routinely provides knowledge-based guidance, and / or training to stakeholders about projects and key departmental initiatives.

Additionally, may serve as a key resource on a project in the absence of the Service Delivery Manager or designee.

Knowledge, Skills, And Abilities

• Good communication, including writing, speaking, and active listening.
• Good project management skills, including organization, planning, time management, and prioritization.
• Good problem-solving skills having accuracy and attention to detail. Team-working skills with good verbal and written communication having the ability to organize and manage time effectively, demonstrating accountability and dependability.
• Self-starter, self-motivated with demonstrated ability to work independently. Has critical thinking skills with effective judgment and decision-making.
• Working knowledge and understanding of Microsoft Office 365.
• Multitasking skills, ability to work under pressure. Ability to handle deadlines and avoid schedule conflicts.
• Strong Mathematical skills. Ability to manage numerical data. Ability to transform raw data into a suitable format for archiving, analysis, and interpretation using charts and graphs.

QUALIFICATIONS

QUALIFICATIONS AND EDUCATION REQUIREMENTS

B.S. Computer Science and / or Business Administration, Statistics, Mathematics, or related field or 5 years job-related experience

Expert proficiency in MS Power BI, MS Access, or any enterprise Database, MS Excel

Preferred Requirements

2+ years' Call Management System (CMS) experience; experience with Amazon Connect Telephony System preferred.

2+ years of pulling and exporting reports using a Customer Relationship Management (CRM) system.

Essential Capabilities and Work Environment :

This hybrid work position is considered essential and thereby requires, on occasion, that the incumbent work outside of normal operating hours, which may include evenings, weekends, and holidays, as well as during inclement weather and / or times when the city would otherwise be closed.