Workforce Analyst

Interact with customers to provide basic or scripted information in response to routine inquiries about products and services. May handle and resolve general complaints. Excludes individuals whose duties are primarily installation, sales, repair, and technical support.

Business Operations: Use keen critical thinking skills to evaluate business processes to discover areas for improvement. Typically requires collaboration with key stakeholders, development of process-improvement procedures, and implementation of strategies to achieve desired outcomes. May also require project management and performance monitoring. Financial Operations: Employ strong analytical skills to evaluate financial data, identify financial performance trends, assess financial risk, and make recommendations. Typically requires creating financial models, forecasting budgets and expenses, and researching economic conditions.

Plan, direct, or coordinate the operations of public or private sector organizations, overseeing multiple departments or locations. Duties and responsibilities include formulating policies, managing daily operations, and planning the use of materials and human resources, but are too diverse and general in nature to be classified in any one functional area of management or administration, such as personnel, purchasing, or administrative services. Usually manage through subordinate supervisors. Excludes First-Line Supervisors.

Conduct quantitative analyses of information involving investment programs or financial data of public or private institutions, including valuation of businesses.

Perform routine administrative functions such as drafting correspondence, scheduling appointments, organizing and maintaining paper and electronic files, or providing information to callers.

Establish, implement, and maintain department efficiencies to improve and optimize operational processes. Supervise all operational functions through training, support, implementation, monitoring and reporting. Determine, support, and track key performance indicators (KPIs) by managing fully integrated operation functions across various departments. Ensure compliance with operational procedure to maximize efficiency and profitability. Analyze and report on operational practices and identify and implement improvements.

Recruit, screen, interview, or place individuals within an organization. May perform other activities in multiple human resources areas.

Work with a team of customer service professionals to create a culture of premium customer service. Provide resolutions to customer complaints while adhering to company policies and guidelines. Document and maintain a record of all customer complaints. Explain the company policies to customers concerning their queries and concerns. Work with team members and supervisors to resolve issues on the vendor end when needed. Handle a large number of requests per day on chat, email, or call. Maintain a pleasant demeanor and tone for the entire work shift.