The Operations- Workforce Mgmt. - Senior Associate is responsible for call center forecasting, scheduling, real-time queue, and staffing. Thisposition is for the closing shift.**Key Responsibilities**:- Compiles data on call center operations by pulling records from multiple databases, gathering information on a wide range ofmetrics and building specialized reports to provide a comprehensive view of Call Center performance and relevant statistics- Interprets records and compiles information by conducting in-depth analysis of call center data, reviewing statistics to ensurevalidity and identifying patterns and trends to translate raw data into actionable information for the benefit of Call Centerleadership- Assists in crafting monthly, quarterly, and annual reports to be administered to Call Center Leaders to better understand theirefficiencies and bottlenecks- Shares analyses and findings by developing reports, creating business review presentations and communicating with businessleaders to inform on call center operations and provide detailed resources in support of business objectives- Actively identifies areas for continuous improvement, and communicates ideas on implementing improvementsContributes to increased efficiency and effectiveness of call center operations by communicating trends, identifying issues andrecommending fact-based strategies to improve workforce management- Oversees daily activities related to assigned area of responsibility within department- Develops, interprets, and maintains reporting to monitor agent performance within the Call Center and share findings withnecessary leadership and Workforce Management Team to increase efficiencyJOB REQUIREMENTS**Preferred Qualifications**:**Education and Experience**- High school diploma or equivalent experience- 3 or more years of experienceCertificates, Licenses, Registrations**Functional Skills**- Data extraction, analysis and reporting- Applied knowledge of technology, techniques and methodologies for mining database information- Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint)- Applied knowledge of principles and methodologies for analyzing data from multiple sources and compiling findings into usable reports- Terminology, function and fundamental capabilities of common computer, software, information and communication technology devices, components, and concepts- Must possess effective verbal and written communication skills