ANALYST-CONTACT CENTER SUPPORT

At TDS, we provide innovative Voice, Internet, and Entertainment services to rural and suburban communities nationwide, as well as leading-edge business technology. But it's our commitment to each community we serve that truly sets us apart. TDS serves 1 million customers in 30 states.

Employment at TDS is subject to post offer, pre-employment drug testing. EEO/AAP Employer

This position supports Marketing, Sales & Customer Operations (MSCO) by continuously developing, monitoring and analyzing a broad spectrum of operational data related to contact center call processing efficiency, workforce utilization, and workforce productivity. Administers MSCO Contact Center Operations' toll-free number database and billing as well as provide level two support for ancillary contact center systems including:

Workforce Management
Voice and Data Monitoring
Real-time Contact Center Monitoring
Contact Center Employee Schedule Exception Reporting
Contact Center Reporting

Receives direction from the Associate Manager - Workforce Management and Reporting. Exercises independent judgment and decision making in accordance with broad objectives established by the Associate Manager - Workforce Management and Reporting related to special projects and/or recurring duties. Assumes a leadership role in developing recommendations to improve workforce management policies, management reporting, and toll-free number administration.

Conducts operations analysis and studies ranging from time series regression analysis focused on determining the factors that influence call volume and other types of workload, to causal analysis that examines factors responsible for workforce productivity. Utilizes dynamic simulation modeling and optimization techniques to determine proper workforce requirements and scheduling schemas.

Manages current contact center reports inventory and participates in projects associated with development and integration of new management reports such as multi-channel contact reports. Develops requirements, identifies appropriate data sources, and verifies report accuracy.

Participates in managing MSCO's Workforce Management System (WFMS). Maintains customer service respresentatives profiles and provides level two troubleshooting support for the workforce management system application. Assists contact center management in developing, maintaining, and editing contact center employee schedules.

Manages MSCO report production. Acts as the liaison between Contact Center Operations and Information Systems for the purpose of maintaining MSCO report production, report accuracy, user permissions, and communicating the business unit's reporting needs and suggestions for improvement.

Participates in managing MSCO's Voice and Data Monitoring (VDM) system. Maintains agent/coach profiles and provides level two troubleshooting support for the VDM application.
Periodically conducts quality assurance functions focused on maintaining the accuracy of operations reports, integrity of the workforce management system including demand for service forecasts, service level goals, and the scheduling database.

Analyst will coach Managers and Supervisors on Workforce Management principles and procedures and interpretation of management reports.
REQUIREMENTS
Required Qualifications:
Bachelor Degree in Operations Research/Industrial Engineering -OR- 4+ years related experience.
3+ years experience conducting analysis and statistics, such as: descriptive statistics, correlation, and basic regression techniques.
2+ years experience utilizing ad hoc reporting tools such as Crystal Reports.
2+ years experience working with a call center.
1+ years of ACD/Call Routing technology experience.
1+ years experience with relational database concepts and applications.

Other Qualifications:
Ability to work in a fast paced, high-energy environment with minimal supervision.
Ability to adapt communication styles to meet the needs of all internal customers.