Senior Business Execution Consultant

• Have sole ownership of Call Center Capacity Plans for 24/7 call centers
• Become a SME for the businesses we support and the data sources we leverage for reporting. Be fully integrated into operations, know the business, understand key drivers and be in-sync with priorities
• Leverage data, reporting and insights to monetize performance (translating performance gains to reduced losses, increase capacity, decrease FTE needs, etc.) by improving efficiency and effectiveness of employees
• Analyze data from multiple sources, identify trends, and bring forward key insights to share the performance story with business leaders in a concise and effective manner

4+ years of Business Execution, Implementation, or Strategic Planning experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

• Demonstrated experience in sole ownership of Capacity Plans (Forecasting up to 3 years in advance) specifically in inbound call centers
• Knowledge of advanced forecasting methods (ARIMA/ANOVA, etc.)
• Knowledge of Erlang-C to calculate call arrival pattern intensity
• Knowledge of multi-regression analysis
• 4+ years of experience using advanced level of proficiency in MS Excel- working with large data sets, including ability to utilize VLOOKUPs, create pivot tables and graphs, and incorporate standard formulas and functions
• Demonstrated experience analyzing information from multiple data sources to identify trends and outliers for issue detection and problem resolution
• Ability to interact with all levels of an organization