Sr. Performance Analyst - Customer Care Centers

Bank OZK•Columbus, GA

About The Position

Founded on a legacy of more than 120 years in banking, Bank OZK is much more than just a company. We’re nationally recognized as an industry leader in financial services. That means we combine exceptional service with innovative technologies to deliver smart solutions to our clients across the country. We’re investing in small businesses, fueling economies in local communities and changing skylines in the largest cities across America. Here, we're not simply filling roles. We're fostering even greater careers. The foundation for a great career starts with an exceptional team and a comprehensive benefits package. We believe in providing our dedicated team members with the best resources to support their physical, mental and financial wellbeing, including generous PTO, 401(k) matching, health, dental, vision (and pet!) insurance as well as special perks and discounts. Learn more about Bank OZK benefits. The Senior Performance Analyst ensures efficient and effective allocation of resources within the call center to support service level achievement, cost control, and operational excellence. Responsible for forecasting call volumes, creating staffing schedules, monitoring real-time adherence, and analyzing data to optimize workforce productivity. Provides Business Intelligence and Analysis to inform the strategic, long-term planning for the Center’s leadership team.

Requirements

Comprehensive knowledge of staff scheduling and workforce coordination.
Advanced knowledge of business analysis and/or process evaluation and optimization.
Ability to independently model call forecasting outside of a WFM solution.
Ability to build and automate performance dashboards in Power BI.
Ability to demonstrate accuracy, thoroughness, and attention to detail.
Ability to manage multiple tasks with exacting deadlines while demonstrating flexibility in a continually changing environment.
Ability to demonstrate excellent interpersonal and customer service skills.
Ability to communicate effectively both verbally and in writing.
Ability to analyze operational or organizational data and produce actionable insights from results.
Ability to present findings in a clear, compelling manner using tools such as Power BI and PowerPoint.
Ability to work independently under general supervision.
Strong analytical, organizational, time management, and problem-solving skills.
Excellent verbal and written communication and interpersonal skills.
Demonstrated fluency in SQL and Power BI.
Bachelor’s degree in business, operations management, or related field, or commensurate work experience, required.
6+ years of combined experience in call center operations, workforce management, scheduling/forecasting, process improvement and/or business intelligence and analytics, required.

Nice To Haves

Experience in a call center or financial services environment, preferred.

Responsibilities

Analyzes historical data and business trends to predict call volumes and staffing requirements.
Develops and maintains accurate staffing schedules to meet service level targets and optimize coverage.
Tracks adherence to schedules and adjusts to address unexpected changes in call volume.
Evaluates call center performance metrics and provides actionable insights to improve efficiency.
Leverages SQL and enterprise data sources to analyze and report on key performance metrics and business trends.
Develops automated dashboards and reporting solutions in Power BI ensuring timely delivery to stakeholders at all levels, including the executive team.
Identifies and reports staffing or operational issues to management as necessary.
Works closely with the call center management team to address staffing gaps and operational challenges.
Maintains clear communication with agents regarding schedules and changes.
Contributes to projects and performs other duties as assigned.