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IEX Analyst - Remote

Company: GDH
Location: Costa Mesa
Posted on: March 21, 2020

Job Description:

IEX Analyst - Remote GDH Consulting is looking for an Analyst to work onsite in Costa Mesa, CA or through remote opportunity. The Analyst is a subject matter expert in all modules within IEX TotalView, call center workforce management best practices, and using database applications and reporting tools. The best candidate excels in data modeling, forecasting, planning and call center operations. To be successful, this person works extensively with both internal and external management teams to gather and provide information critical for staff planning at our global technical support contact centers. Responsibilities The Analyst will be responsible for forecasting and projecting interval staffing requirements for inbound calls, emails, and online chat sessions for our global call centers. They will partner with the management team to implement optimal schedules, manage exceptions, and monitor adherence. Training users in the use of IEX and administration of the application is also required. Routine responsibilities may include, but are not limited to, tracking inbound call volume, sales data, variance analysis, collaborating with various Command Centers, monitoring ICM call allocation and routing scripts, implementing best practices, generating CRM reports, and simulating various ad-hoc capacity plan models based on different scenarios and assumptions. Attendance, running and participation in applicable Daily Huddles, Weekly Operations, Sales and Demand Planning meetings with management teams globally is mandatory. Requirements A successful candidate should possess excellent interpersonal skills including listening, written and verbal communication, with the ability to clearly and professionally communicate with others, be able to initiate collaboration and share innovative ideas, have at least 5 years of experience in call center forecasting and scheduling using spreadsheets and the TotalView workforce management system (Version 4.x and above). An excellent candidate is versed in Six-Sigma, process driven, has global contact center experience, and a higher education degree in a related discipline. An expert level proficiency in MS Excel. SQL, and database querying is highly desired. Experience with reporting tools such as Tableau is a plus. The analysts availability should be flexible enough to cover varying hours to attend conference calls throughout Europe, Asia, and Americas whenever necessary. Subject matter expert in all modules (administrative and user) within IEX TotalView Excels in data modeling, forecasting, planning and call center operations Forecasting and projecting interval staffing requirements for inbound calls, emails, and online chat sessions for our global call centers Desired SkillsExp Excellent interpersonal skills including listening, written and verbal communication, with the ability to clearly and professionally communicate with others, be able to initiate collaboration and share innovative ideas, have at least 5 years of experience in call center forecasting and scheduling using spreadsheets and the TotalView workforce management system (Version 4.x and above) Interested candidates please send resume in Word format to ppacquinggdhinc.com Please reference job code 66820 when responding to this ad. GDH Consulting, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information, veteran's status or any other category protected by law. In addition to federal law requirements, GDH Consulting, Inc. complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities andor employees. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, benefits and training.

Keywords: GDH, Costa Mesa , IEX Analyst - Remote, IT / Software / Systems , Costa Mesa, California

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