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Sr Operations Analyst
Minnetonka, Minnesota
Direct Hire Position
It appears that you have already applied to this job.
Applied on September 29, 2020
Job Id #43182 Posted September 3, 2020


POSITION OVERVIEW
Works primarily with Support technology organization, Director, Managers and Engineers to understand data and analysis needs and develop technical requirements. Partners with IT to represent Customer Support Department needs for application and configuration enhancements. 

RESPONSIBILITIES

  • Performs statistical modeling and analysis of structured and unstructured datasets to develop metrics, reports and visualizations of trends and patterns.
  • Works primarily with Support technology organization, Director, Managers and Engineers to understand data and analysis needs and develop technical requirements.
  • Partners with IT to represent Customer Support Department needs for application and configuration enhancements. 
  • Participates in, advises and develops continuous department efficiencies and improvements through the use of system applications, data management, performance reporting data, tools and process changes.
  • Develop database tool and perform data management activities working with data extraction from disparate systems such as Salesforce, Jira, Confluence, SharePoint, and others to identify and capture data reporting needs. 
  • Continuous development and data management role to identify and capture data required from internal and external sources.
  • Creates and maintains statistical models for ongoing and ad hoc review and analysis of data. Uses data visualization programs, tools and techniques to generate dashboards, reports and presentations.  Interface and extract contact center data from ACD system to create and provide real-time reporting performance data and associated Dashboards. “

 

EDUCATION AND SKILLS

  • Minimum of Bachelor degree in MIS, Computer Science
  • Minor is Math or Statistical analytics is helpful
  • Experience in fast paced working environment
  • 5 to 10 years working in technology industry working with networking, database management, IT, enterprise software applications such as Salesforce and other case management software.
  • 5 years minimum experience identifying and building data management assessment protocols, tools and analytics
  • 3 years minimum experience working with IT for application development
  • 3 year Switch or ACD data extraction related reporting to contact center operations
  • Knowledge of Technology Support and Contact Center methodologies preferred

 

 

Horizontal is proud to be an Equal Opportunity and Affirmative Action Employer. We seek to provide employment opportunities to talented, qualified candidates regardless of race, color, sex/gender including gender identity and/or expression, national origin, religion, sexual orientation, disability, marital status, citizen status, veteran status, or any other protected classification under federal, state or local law.

In addition, Horizontal will provide reasonable accommodations for qualified individuals with disabilities. If you need to request a reasonable accommodation in order to complete the application or interview process, please contact hr@horizontal.com.

All applicants applying must be legally authorized to work in the country of employment.

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EQUAL OPPORTUNITY EMPLOYMENT SURVEY

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Horizontal is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.

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