Horatio

Operations Analyst

Santo Domingo, Dominican Republic

Full time

Operations

Experienced Professional

Overview: 

  • Intraday real time monitoring of service levels for all teams.
  • Real time monitoring of associates’ performance from all teams.
  • Have real time communication with the WFM team and operations when call outs or changes need to be done.
  • Update and send reports related to the performance of each team.
  • Review TixTime Adherence IRL. 
  • Review and process VTO/OT and TixTime requests in real-time.
  • Provide assistance to the WFM team as needed.
  • Maintain daily attendance and adjust break schedules.
  • Feed and update daily, weekly, bi-weekly and monthly internal reports.
  • Assist with projects and other duties as requested or assigned.

 

Requirements:

  • Demonstrate sound work ethic.
  • Proven ability to build relationships quickly.
  • Ability to create reports in Excel and forecast results.
  • Attention to detail and high level of accuracy.
  • Ability to multitask, focus and complete reports for extended periods of time.
  • Previous call center experience required.
  • Previous Work Force Management experience is considered an asset
  • Ability to prioritize and meet tight deadlines.
  • Demonstrates a high degree of ability to analyze data, using the data to drive decision making and implement effective resolutions.

Job Title: Workforce – Operations Analyst 

Overview: 

  • Weekly monitoring of service levels for assigned teams and team groups.
  • Monitoring of associates’ performance for assigned teams.
  • Generate, update and send reports related to the performance of each team assigned.
  • Admin and manage TixTime groups, teams and schedules.
  • Provide assistance to the Ops team as needed.
  • Assist with creation of metrics and targets for services.
  • Work closely with the operations team to analyze and help improve their delivery processes.
  • Work directly with the CSM, TL and JOA and generate ideas for process and service improvement planning.
  • Produce daily, weekly, bi-weekly and monthly internal and external reports.
  • Assist with projects and other duties as requested or assigned.

 

Requirements:

  • Previou BPO/call center experience required.
  • Previous Work Force Management experience required.
  • Demonstrate sound work ethic.
  • Proven ability to build relationships quickly.
  • Must have advanced level Microsoft Excel skills – Including advanced formulas, also Word and Email.
  • Ability to create reports in Excel and forecast results.
  • Attention to detail and high level of accuracy.
  • Ability to multitask, focus and complete reports for extended periods of time.
  • Ability to prioritize and meet tight deadlines.
  • Analytical with attention to detail.
  • Ability to maintain composure in critical situations and communicate clearly with both internal and external stakeholders.
  • Demonstrates a high degree of ability to analyze data, using the data to drive decision making and implement effective resolutions.

 

About Horatio:

Based in New York City, with teams in the Dominican Republic, Horatio is a leading provider of white-glove customer experience and omni-channel support outsourcing services. At Horatio, we like to say “do what you do best, and hire Horatio to do the rest.” Horatio partners with high-growth and innovative companies to develop their customer support strategy and provide a handpicked team to execute it. Horatio’s number one focus is on providing high-touch, brand-focused customer support. Our team is equipped with state-of-the-art technologies and expertise to ensure a great customer experience every time.