Data Analyst and Operations Administrator

Transcription

1 American Support Data Analyst and Operations Administrator Overview & Responsibilities 01 March 2011

2 Position Title: Department: Branch: Location: Reports To: Direct Reports: Consults With (Works With on a Regular Basis): Overall Responsibility: Term of Employment: Mission & Role Overview: Mission: Data Analyst and Operations Administrator Operations Operations Choice of Corporate Office or Approved Virtual Home Based Office Senior Vice President None at this time. Primarily works in unison with: Senior Vice President, Operations Manager, VP Data Standards & Billing Administration, Director Workforce Management, Director Success Management. Operational Analysis and systematic documentation and maximization of Monet Workforce Management, LiveOps Routing, and Report Store CSG Billing Software as a Solution solutions. At will employment; Full Time Position The mission of American Support is to help video, voice and data companies succeed by operating efficiently, consistently and with excellent customer service, making life better for our clients, employees, investors and families while supporting our country. This primary role of the Data Analyst and Operations Administrator is to generate, automate and analyze reports within our family of American Support products with a key emphasis on Monet, LiveOps and Report Store for data access, best practice recommendations to maximize system and personnel resource maximization while spearheading the generation of operational dashboards for use internally as well as external client specific dashboards. Define the KPI, report on the KPI, make the KPI clear so all employees and clients can understand the KPI, automate the KPI. Role Responsibilities: Learning Objectives & KPI Ownership Schedule: Weeks 1-4: Monet (Source of truth for Work Force Analysis Data scheduling, adherence) Weeks 5-8: LiveOps (Source of truth for FTE and Call Volume Data) Weeks 9-12: Report Store (Source of truth for Subscriber Count Data) Week 13: Help Desk (Source of truth for daily client task data). Execution of Operations Initiatives: Executes projects as outlined by SVP, Operations with a 98% on- time delivery rate. Communicates daily summary report to SVP, Operations for projects that are off- track and in danger of missing a due date via Clarizen Project Management tool. Provides weekly update to SVP, Operations for projects that are on- track via Clarizen project management tool. Meets weekly with SVP, Operations to prioritize projects and make adjustments as needed. Maintains documentation of report generation guidelines for LiveOps, Monet, Report Store by client and across organization. Develops and maintains contract and invoicing cheat sheets by client. What did the client purchase? What is a billable add- on service? What rate is the client assessed for each item?

3 Monthly audit of client invoices to assure accurate billing. Are rates correct? Were add- ons billed appropriately? Provide feedback to Invoice generation team and SVP. Create and execute KPI Dashboard utilizing the KPIs below as a framework. (Note that KPIs may be adjusted to meet operational needs of American Support). Works with SVP and VP of Data Standards & Billing Administration to automate as many dashboards as possible. Operations Administrator: Learn and execute Monet Workforce Management SAS initiatives. (Back up to Director WFM). Learn and execute LiveOps Call Routing & Reporting SAS initiatives. (Back up to Operations Manager). Learn and execute Instant Service Routing & Reporting SAS initiatives. (Back up to Operations Manager). Learn and execute Help Desk Reporting SAS initiatives. (Back up to Help Desk Manager). Make enhancement recommendations for Monet, Instant Service, Help Desk & LiveOps what are we not using now? What could be used more efficiently? What is the business case for implementing this? Timeline for execution? Documentation of the new process. Recommend a minimum of one accepted enhancement per month. *Note: Backup responsibility is defined as: Understand how systems function. Build and maintenance of tasks within these systems is only assigned by the SVP. Workforce Management KPIs (Note this is subject to change) Report 1: Calls Offered vs Contracted Forecast vs True Forecast (based on True Call Volume) o o by Half Hour Includes CHUPs Call Handling KPI Reports o o o Goal: SLA 80/60 Chups >60 seconds is < 5% When Actual is no more than 10% over Report 2: Service Level by Client Goal 80/60 Report 3: Average Handle Time by Week by Client Goal: Establish a Baseline. Goal: What is the Trend? Goal: Identify what is driving this trend? Goal: Identify a potential reduction? Report 4: Average Handle Time Over All (All

4 AMS clients) Goal: Establish a Baseline. Goal: What is the Trend? Goal: Identify what is driving this trend. Goal: Identify a potential reduction. Goal: Identify clients that deviate from the average. Goal: Identify why clients deviating from the average deviate. Report 5: Average Queue Time by Client by Half Hour Report 6: Average Queue Time by Client Overall Call Driver KPIs (Note this is subject to change) Report 1: Top 10 Call Drivers by Disposition by Client Call Drivers KPI Reports Goal: Identify information loop- holes. Goal: Identify opportunities for improvement. Goal: Provide Client with Month over Month & Quarter over Quarter Report Report 2: 4 or More Calls in 30 days COB WJC Goal: Identify why customers call more than once. Goal: What can we do to minimize repeat calls? Goal: Provide list to Success Coaches for Survey Administration. Sales Calls KPIs (Note this is subject to change) Sales Calls KPI Reports

5 Report 1: Number of Sales Calls Taken by Client Goal: Identify calls generated by client marketing initiatives. Goal: Identify if numbers are being used appropriately. Goal: Identify if Sales are being CLOSED by our team. by Day by Week by Month by Month Report 2: Sales keyed in the Billing System by AMS agents. by Day by Week by Month by Month Efficiency KPIs (Note this is subject to change) Report 1: FTE Forecast for the Month by Client Forecast based on Contract Forecast based on Actual Call Volume Forecast FTEs needed 30 days out by Client. Forecast FTEs needed 60 days out by Client. Forecast FTEs needed 90 days out by Client. Efficiency KPI Reports Goal: Ensure Contractual Compliance. Goal: Offer the Client the opportunity to opt into Overtime. Goal: Schedule on- boarding and new hire activities. Sample Internal Communication: We are forecasted to need FTEs for the month of for client. MTD we are at FTEs for client. We are tracking towards FTEs for client. We will need an additional FTEs for client in the next 30 days.

6 We will need an additional FTEs for client in the next 60 days. We will need an additional FTEs for client in the next 90 days. We will need an additional FTEs for client in the next 120 days. Report 2: Overtime Used by Client Report 3: Early Outs Used by Client Man Hours Saved Cost Savings Report 4: Schedule Adherence by Client How many agents late? How many agents were no shows? How many agents excused were excused? How many agents were not excused? Goal: 95 % Adherence Goal: Identify if our Agents are where they should be when they should be there. If not, what it the reason? Report 5: Schedule Adherence Overall Goal: Establish a Baseline. Goal: Identify ways to improve. Report 6: Occupancy by Client (Talk Time) Goal: 75% Goal: Identify staffing efficiency. Goal: Identify a 2% improvement. Report 7: Occupancy by Part of Day (Talk Time) Goal: 75% Parts of Day: (in EST / EDT) Midnight to 8am 8am Noon Noon 4pm 4pm 8pm 8pm - midnight

7 Report 8: Available Time (Manned Time) *Time available for calls or s/chats. Report 9: Paid Time (Hours Submitted to Payroll) *All payroll hours for call center. Report 10: Manned Time / Paid Time Report 11: Cost Per Manned Hour Over All Report 12: Cost Per Manner Hour by Client Report 13: Cost Per Talk Minute Over All Report 14: Cost Per Talk Minute by Client Report 15: Cost Per Call by Client Report 16: Cost Per Call Over All The Goal for the above Reports: Identify Call Center Productivity & Profitability. Cost Metrics Notes: Include Platform Time & Benefits in addition to hourly rate. Ideally reporting is automated, report delivery on Mondays, Internal meeting on Tuesdays, Client follow up as needed / required. Agent Quality KPIs (Note this is subject to change) Agent Quality KPI Reports Report 1: CSAT by Client Report 2: CSAT overall Report 3: Quality Average by Client Report 4: Quality Average Overall Report 5: Work Order Accuracy by Client Report 6: Work Order Accuracy Overall

8 Report 7: Average Handle Time by Client Report 8: Average Handle Time Overall Agent Metrics by Performance Team KPIs (Note this is subject to change) Report 1: # of Agents supported by coach shown as OPI Agent Metrics by Performance Coach KPI Reports Goal: Fairness of Work Distribution Report 2: Audits not completed by coach Report 3: 1 to 1 meetings completed by coach Goal: Ensure Personal Relationship Building Occurs Report 4: CSAT by Coach shown as OPI Report 5: Quality Score by Coach shows as OPI Report 6: Work Order Accuracy by Coach shown as OPI Report 7: Churn percentage by coach shown as OPI Report 8: Churn and Potential Churn by Coach Individual Agent Metrics by Performance Coach KPIs (Note this is subject to change) Individual Agent Metrics by Performance Team KPIs *Note: Use entire center average as baseline for each category listed below. Report 1: CSAT by Agent shown as OPI Goal: Identify why agents perform well and not so well. Report 2: Work Order Accuracy by Agent shown as OPI Report 3: AHT (Average Handle Time) as OPI

9 Report 4: Dispositions Completed as OPI Report 5: Customer Returned Calls as OPI Goal: Identify First Call Resolution Metric. (What percentage of callers do not call back w/in 24 hours) Goal: Identify opportunities to increase First Call Resolution Report 6: Schedule Adherence as OPI Report 7: Dollars Sold per Call as OPI Report 8: Escalation to Leads as OPI Subscriber Count KPIs (Note this is subject to change) *Note: Subscriber Counts are correlated to contractual compliance across multiple departments. These counts also drive components of Monthly / Weekly Invoicing. Subscriber Count KPIs Reports Report 1: Subscribers by Client Report 2: Subscribers by LOB Report 3: Subscriber Gains/Losses by client. Report 4: ARPU by Client (increase/decrease from previous month) Report 5: ARPU Overall Goal: Baseline Other KPIs as defined. ADDITIONAL NOTES Other Duties as assigned. This is a small company that will experience bursts of growth, roles will change over time to support the constantly changing business needs of the company. Qualifications (Necessary Skills & Experience Required): Qualifications: Bachelor s Degree in computer science, statistics, mathematics, finance, general business, accounting or a related field. Equivalent work experience may be substituted for educational requirements. Required Skills: Requires analytical skills, solid mathematics and problem solving backgrounds, proficiency in Microsoft

10 Excel, Word, Access, Windows operating systems. Experience implementing new software / applications useful. Demonstrated strong verbal, written, analytical, and information presentation skills. Proactive working style. Able to work with minimal supervision Proven ability to meet deadlines with accuracy. Demonstrated ability to quickly learn new systems and processes. Strong documentation skills. Ability to document and present complex concepts in simple to understand graphics and format imperative. Experience Required: At least 3- years scheduling experience preferred. Minimum one- year experience in analytics or related technical experience. Experience in the Following Areas is a Plus but Not Required: Background in business intelligence; call center work force management, accounting, finance, engineering, statistics or analysis helpful. Knowledge of Cable, Outsourced Call Centers and/or Call Center processes and operational logistics. Work Environment: Physical Demands: Work requires frequent sitting, standing, walking and use of keyboard/computer. Work is subject to significant telephone contact with management of other departments. Working Conditions: Normal office environment with little or no exposure to adverse working conditions. Work may occasionally include travel, long hours, week- ends and holidays. Reviewed By: Click here to enter text. Date: Click here to enter a date. Approved By: Date: