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Job Location: Windsor, CT
Job Description
As an EEO/Affirmative Action Employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, or veteran status.
I. Job Summary
Provides analytical, reporting and project support to senior management. Design, produce, and maintain a robust reporting suite which includes key performance indicators (KPIs), contact center and disposition results, which are integrated with other enterprise data sources including VOC, operations data and self-service adoption metrics. Perform extensive analysis and create recommendations necessary for leaders to make strategic and tactical decisions to effectively manage, grow and improve the business. Develop and execute ongoing reporting routines, as well as complete ad-hoc analysis and insights. Identify opportunities for operational or performance improvements leading to cost reductions, efficiency gains or improvements to the employee and customer experience. Collaborate with both intra- and inter-departmental partners to establish and deliver comprehensive holistic analysis and information
II. Essential Duties and Responsibilities To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other duties may be assigned.
- Produces monthly reporting suite and ongoing ad-hoc analysis to include MoM trending, variance analysis, determine correlations across multiple data sets and sources to identify emerging issues, trends and opportunities.
- Presents findings, risks, and recommendations to senior leadership in the form of an executive presentation that clearly depicts the information and tells the story in a way that is easy to understand and actionable
- Provides value-added qualitative analysis which enables senior leaders to make informed business decisions
- Develops and implement a robust reporting suite enabling management to make objective, data-driven business decisions
- Project and Program Management: Manage and/or participate in various projects and programs
- Designs and maintains business analysis and data recording processes and systems for use throughout the department
- Identifies business opportunities through data collection and analysis
- Influences stakeholders to support business projects
- Drives critical business decisions by designing reports, analyzing metrics, and communicating results and recommendations to senior leaders
- Lead projects and/or programs with both inter- and intra-departmental partners leading to better business outcomes.
- Tests business processes and recommend improvements
- Works closely with senior leaders to achieve outcomes based on company goals
- Protects company proprietary and confidential information
III. Supervisory Responsibilities
No direct supervisory responsibilities, but successful candidate is expected to mentor junior analysts
IV. Qualifications
The requirements listed below are representative of the qualifications necessary to perform the job.
- Education and Experience Education: Bachelor’s Degree (accredited), or in lieu of degree, High School Diploma or GED (accredited) and 4 years of relevant work experience.
Experience: Seven (7) years relevant business experience working within a fast-paced, challenging contact center operations environment (in addition to education requirement)
- Certificates, Licenses, Registrations or Other Requirements
- None required
- Other Knowledge, Skills or Abilities Required
- Strong working knowledge of Excel and mathematical modeling
- Excellent organizational, analytical, decision-making, and problem-solving skills
- Attention to detail and accuracy required
- Analytical skills that allow for the development of data-driven reports
- Demonstrated effective time management and prioritization skills
- Strong written and verbal communication skills to effectively convey findings up and down the organizational hierarchy
- Effective interpersonal and relationship-building skills
- Excellent critical thinking skills to help solve business problems and make decisions
- Strong presentation skills – experience developing executive presentations, succinct storytelling and ability to make the complex simple
- General knowledge of business operations, objectives, strategies, processes, systems, and information flow
- Build and maintain successful collaborative partnerships with intra- and inter-departmental leaders, subject matter experts (SMEs), and key business stakeholders necessary to achieve business objectives
- Integrity and discretion regarding access, utilization, and dissemination of proprietary and confidential information
V. Work Environment
Listed below are key points regarding environmental demands and work environment of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.
- Required to use motor coordination with finger dexterity (such as keyboarding, machine operation, etc.) most of the workday;
- Required to exert physical effort in handling objects less than 30 pounds rarely;
- Required to be exposed to physical occupational risks (such as cuts, burns, exposure to toxic chemicals, etc.) rarely;
- Required to be exposed to physical environment which involves dirt, odors, noise, weather extremes or similar elements rarely;
- Normal setting for this job is: office setting.
- Occasional travel is required to support Leadership team as required.
Benefits
At WM, each eligible employee receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short Term Disability. As well as a Stock Purchase Plan, Company match on 401K, and more! Our employees also receive Paid Vacation, Holidays, and Personal Days. Please note that benefits may vary by site.
About Us
ABOUT WM
WM ( WM.com ) is North America’s largest comprehensive waste management environmental solutions provider. Previously known as Waste Management and based in Houston, Texas, WM is driven by commitments to put people first and achieve success with integrity. The company, through its subsidiaries, provides collection, recycling and disposal services to millions of residential, commercial, industrial and municipal customers throughout the U.S. and Canada. With innovative infrastructure and capabilities in recycling, organics and renewable energy, WM provides environmental solutions to and collaborates with its customers in helping them achieve their sustainability goals. WM has the largest disposal network and collection fleet in North America, is the largest recycler of post-consumer materials and is the leader in beneficial reuse of landfill gas, with a growing network of renewable natural gas plants and the most gas-to-electricity plants in North America. WM’s fleet includes nearly 11,000 natural gas trucks – the largest heavy-duty natural gas truck fleet of its kind in North America – where more than half are fueled by renewable natural gas. To learn more about WM and the company’s sustainability progress and solutions, visit Sustainability.WM.com .
Organization
What is the value of a WM job? At WM we know that the value of a WM job is more than a paycheck. It’s a way to create opportunities for you and your family. This is why we are constantly working to make WM a great place to work and grow a career. We Are WM is what defines the perks of being in the WM family – from benefits, to resources and engagement activities. We are People First. We are Committed to Your Growth. We Are Investing in You. We are a Family. We are Working for a Sustainable Tomorrow. We are Stable.
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