Business Analyst

Securitas • Palm Coast, FL

228d • Remote

About The Position

Securitas Technology Corporation, Inc. (STC) is a division of Securitas AB, the largest protective services provider in the world with over 370,000+ Securitas Heroes across the world. STC offers a full portfolio of video, access, intrusion, fire and integrated systems and services. As a leading systems integrator and alarm monitoring company, we deliver the STC Difference, serving countless long-term clients with solutions and services that protect their people, customers, and assets. As a Real-Time Traffic Analyst, you will drive efficiency in operations using multiple data points, applications and business intelligence reporting. This person will monitor contact volume and staff for multiple queues in multiple departments ensuring staff availability and skill level to support the optimal utilization of resources. They will create short-term weekly plans and real-time skilling changes as needed. This person will communicate with front line leadership via chat, email, and phone for prompt resolution of issues identified in duties above. They will be responsible for the creation and distribution of reports including volumes, service levels and agent adherence.

Requirements

• High School or GED equivalent required.
• Ability to work from home on a reliable internet connection.
• Ability to effectively monitor inbound call and alarm volume, analyze data, and make recommendations for planning purposes.
• Good communication skills (both verbal and written) and strong interpersonal skills.
• Ability to work well in a team environment to accomplish common goals.
• Ability to work well with people of diverse backgrounds and at all organizational levels.
• Strong customer service orientation.
• Analytical skills to review issues, evaluate conditions, and employ independent judgment.
• Strong attention to detail and ability to remain highly organized and focused.
• Excellent planning and organizational skills.
• Ability to plan and manage one's own time while working on multiple tasks and projects.
• Drive to succeed and passion for learning new things.
• Ability to work weekend shifts and holidays.

Nice To Haves

• Experience in Call Center Metrics.
• Experience with Workforce Management Applications.
• Advanced Excel skills including formulas.
• Familiarity with phone software such as NICE, Avaya, etc.

Responsibilities

• Monitor contact volume and staff for multiple queues in multiple departments.
• Ensure staff availability and skill level to support optimal utilization of resources.
• Create short-term weekly plans and real-time skilling changes as needed.
• Communicate with front line leadership via chat, email, and phone for prompt resolution of issues.
• Create and distribute reports including volumes, service levels, and agent adherence.

Benefits

• Alarm Monitoring Operator Pay Progression Program.
• Opportunity for annual merit pay increases.
• Paid company training.
• Medical, Dental, Vision, and Life Insurance.
• Company Paid Short Term and Long-Term Disability.
• 401K with 60% Match up to 6% of salary.
• Paid vacation, holiday and sick time.
• Educational Assistance.
• Exceptional growth opportunities.
• Wide variety of employee discounts on travel, equipment, and more!

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Administrative and Support Services
• Education Level: High school or GED