Our client is seeking a results-driven Business Performance & Data Analyst for its Service Delivery team. This individual will be responsible for the creation of accurate forecasts using advanced capacity-planning models and techniques for all key functions within the multi-segmented Service Delivery department. The position requires someone who can partner effectively with the department head and other leaders in providing valuable data, metrics, insights, and influence to drive the right business decisions. The daily duties include the below:
-Analyze and interpret data while providing root cause analysis and actionable insights and recommendations to business leaders to achieve optimal business performance.
-Create and/or improve upon a forecast/capacity planning model inclusive of all key functions within the department, and then leverage this model for all quarterly and annual budget-cycle activities.
-Partner with key internal stakeholders to update forecast and capacity planning model inputs on a regular basis to ensure accuracy with the model assumptions.
-Provide leading indicator trending on a weekly and monthly basis for how actual volumes (compared to forecasted volumes) will likely affect cost and other factors.
-Create, deliver, and track key performance indicators and unit-cost metrics for the various services rendered by the department.
-Provide ad-hoc analysis and project support, along with recommended courses of action, as required (e.g., changes in customer business requirements or unique customer opportunities).
-Support leadership team by updating monthly metrics at the department, team, and individual levels via dashboards and/or scorecards.
-Propose new metrics to help the department to measure and track the most highly impactful business drivers and outcomes.
-Advanced education in process management system (Lean Six Sigma, etc.)
-Experience with Microsoft Power BI
-Experience with SQL
-Experience working with NICE IEX Workforce Management tool
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.