Junior and senior year students, MA students and graduates of the University of Georgia have an opportunity to apply for the position of analyst and reporting specialist in one of the companies.

Main responsibilities:

• Tracking agents headcount on a daily basis, requesting new onboarding, vacations, absenteeism, attrition.
• Building weekly schedules of Support agents.
• Partner closely with internal teams (Live Ops Manager, planning, WFM, supply, etc.) to understand the inputs we are using, the trends we are seeing in actuals vs. forecasts as well as expected upcoming events to be used in the creation of the capacity plans to better predict what is expected to happen going forward.
• Be the end to end owner of the workforce planning, execution & analysis, in collaboration with our hub managers, to ensure the entire process is efficient, effective and at a high quality level to build trust and improve insights to guide the right business discussions and decisions.
• Proactively communicate analysis of performance to Live Operations manager and surface areas of improvement to cross-functional teams to develop continuous improvement initiatives focused on agent efficiency and effectiveness.
• Analyze intraday historical volumes, contact ratio, AHT, occupancy, SLA, schedule adherence, shrinkage and attrition giving suggestions and inputs to improve our services.

Main requirements:

• 1+ years of experience as a Data Analyst and/or Reporting Specialist.
• Full proficiency in Excel is essential, Looker or similar data visualization applications will be an advantage.
• Analytical, problem-solving, negotiation, and organizational experience.
• Understanding of operations planning in a hyper growth environment.
• Experience in resource planning, workforce management, workforce analytics, workforce tools (Calabrio, Injixo, Genesys, NICE), space planning, vendor operations or a combination of these will be an advantage.
• Knowledge of workforce tools and processes in BPO environments will be an advantage.
• English - upper-intermediate.
• An empathetic, inclusive and curious attitude.

Additional information:

• Information about the employer company see here. 

Please, send your CV via email to: career@ug.edu.ge In the Subject line please indicate – Analyst and Reporting Specialist

For additional information please contact the Office of Student Employment Support (address: UG 4th Building, Office #507 (first floor) career@ug.edu.ge Tel: 255 22 22, where you will be able to obtain assistance in improving your resume, preparing for an interview and obtaining skills necessary to better present yourself to a potential employer.