Operations Analyst (Contact Center Workforce Management Team)

Location:

JOB BRIEF (PURPOSE)

The position of Contact Center Operations Analyst is to perform analytical process reviews while introducing and supporting improvement processes across the organization. The Operations Analyst will also support projects by the completing of various tasks. The Workforce Management Team supports the Contact Center with forecasting, scheduling, and real-time performance management. Analysts monitor intraday activity, generate insights, and collaborate to improve efficiency and customer experience. Reporting to the Senior Department Manager, they help drive operational improvements and support strategic initiatives.

Person selected will work either Saturday and Sunday 8 a.m. - 5 p.m. EST and 9 a.m. - 6 p.m. typically Monday, Tuesday, and Wednesday (may be flexible with the days during the week) OR person will work Saturday 8 a.m. - 5 p.m. EST and Tuesday - Friday 9 a.m. - 6 p.m. typically Tuesday - Friday (may be flexible with the days during the week). Please note person will work additional hours as needed. The person will train on a different shift for a period of time and then will move to their regular shift.

ESSENTIAL JOB FUNCTIONS

• Performing low level analytics and process reviews that may or may not include direction operational activity.
• Provides data and support for improvement concepts across the organization.
• Provides data and support for developing reporting and metrics to measure performance and effectiveness of operational processes.
• Demonstrate and maintain familiarity of industry trends and practices in operational area, Risk Management, Compliance, and Operations.
• Support all solutions for business critical operational or technology issues including operational impact, root cause analysis, cross business impact, and arrival at solutions.
• Mine data from primary and secondary sources often using complex joins across multiple datasets
• Support projects that center around the completion of various tasks, including application changes, upgrades, issue remediation plans, 2nd and 3rd line of defense exams, etc.
• Perform other duties as assigned; duties, responsibilities, and/or activities may change or new ones may be assigned at any time with or without notice.
• Comply with all KeyBank policies and procedures, including acting professionally at all times, conducting business ethically, avoiding conflicts of interest, and acting in the best interests of Key's clients and Key.

REQUIRED QUALIFICATIONS

• Minimum of 1 year of customer service experience
• Excellent written and oral communication skills
• Demonstrated time management and organization skills
• Problem solving and critical thinking skills
• PC proficiency, use of Microsoft Office suite (Word, Excel, PowerPoint, Access) as well as Outlook
• Ability to work the designated schedule for the role which may require nights and weekend hours.

PREFERRED QUALIFICATIONS

• Prior experience in a Contact Center environment
• Knowledge of NICE/Nexidia applications
• Workforce management experience
• Bachelors Degree

Key has implemented a role-based Mobile by Design approach to our employee workspaces, dedicating space to those whose roles require specific workspaces, while providing flexible options for roles which are less dependent on assigned workspaces and can be performed effectively in a mobile environment. As a result, this role may be mobile or home based, which means you may work either at a home office or in a Key facility to perform your job duties. Please note that at this time the minimum expectation will be 2 days a week from the office location and additional days in office per week based on business need/meetings, etc.

COMPENSATION AND BENEFITS

This position is eligible to earn a base salary in the range of $55,000.00 to $62,500.00 annually depending on job-related factors such as level of experience. Compensation for this role also includes eligibility for short-term incentive compensation and deferred incentive compensation subject to individual and company performance.

Please click here for a list of benefits for which this position is eligible.

Qualified individuals with disabilities or disabled veterans who are unable or limited in their ability to apply on this site may request reasonable accommodations by emailing HR_Compliance@keybank.com.