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Senior Business Operations Analyst Resume Example

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SENIOR BUSINESS OPERATIONS ANALYST
Summary
Hardworking, dedicated, organized  and flexible professional that easily adapts to change and is ready to take initiative immediately 
Experience
Dish Network CorporationSeptember 2015 to CurrentSenior Business Operations Analyst
Wah , NY
  • Analyzing data, interpreting the results and identify opportunities for improvement in performance
  • Developing and maintain tracking tools to help in optimization
  • Partner with operations teams to plan short term and long term goals for the Enterprise
  • Schedule 10,000 multi skilled agents globally
  • Trend call arrival patterns and adjust staffing accordingly
  • Determine skill need on an a skill site day of week and time of day using Workforce Management metrics
  • Identify volume interruptions that impact contact center performance
  • Configuration and implementation of Teleopti Scheduling Software for 10,000 agents
AbmFebruary 2011 to August 2015Workforce Management Analyst
Dublin , OH
  • Develop and maintain daily reports                                              
  • Forecasting accurate workload needs for both Order Capture and Customer Service
  • Determine needs and requirements to meet service level goals
  • Create schedules and process time off within the Genesys platform
  • Created and maintained Cost Benefit Analysis on work at home agents vs on-site agents
EvineAugust 2010 to February 2011Workforce Scheduling Coordinator
City , STATE
  • Create schedules in excel for 300 call center reps in two sites
  • Manage time off requests/vacation balances
  • Analyze call volume patterns and staff accordingly
  • Participated in the implementation of a work at home program
Education
Rasmussen College2009Bachelor of Science: Business ManagementCity, State, United StatesGPA: 3.90
Skills
Well-developed in communication, interpersonal, analytical, and problem solving skills
Technical Skills:  Ultipro, Genesys WFM, Echosystem Management, Teleopti Scheduling Software, Aspect WFM, Microsoft Office (Word, Excel, Access, PowerPoint, Outlook)
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Resume Overview

School Attended

  • Rasmussen College

Job Titles Held:

  • Senior Business Operations Analyst
  • Workforce Management Analyst
  • Workforce Scheduling Coordinator

Degrees

  • Bachelor of Science : Business Management

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