Operations Resource Analyst

<strong>We love finance, software, and (believe it or not), taxes. We celebrate our diverse experience and unique contributions, using our combined knowledge to blaze new trails in tax filing and investing. As a team, we work together to make a real impact and have a lot of fun along the way.</strong>

Cedar Rapids, IA

Blucora

<strong>At Blucora, we&rsquo;re motivated by a simple belief - that everyone should have the tools and knowledge they need to master the complicated tax landscape and leverage it to their short and long-term benefit.</strong><br /><br /><strong>We bring simplicity and transparency to the tax filing process and enable our customers to leverage their full range of data for tax-advantaged investing. We have a focus on flexibility - our customers are able to choose the level and nature of support they need for that specific point in their financial lifetime, from do-it-yourself tools to wealth management with a certified professional.</strong> https://www.blucora.com/

keywords: position summary,performance,analysis,schedule,operations,consulting,support,experience,skills,culture,degree,physical demand & work effort,comprehensive benefits

Full-Time

Competitive Compensation and Benefits Package

Overview: TaxAct, a subsidiary of Blucora and sister company to Avantax Wealth Management and Avantax Planning Partners is seeking an <strong>Operations Resource Analyst</strong>, who will be responsible for the analysis of real-time Customer Care performance and identify opportunities to improve performance, identify and manage communication of real-time volume drivers and outages that impact performance and forecasting needs.
Responsibilities: <p dir="LTR">Major responsibilities of the <strong>Operations Resource Analyst </strong>position are listed below.&nbsp; To perform the job successfully, the individual must be able to execute each essential duty satisfactorily. &nbsp;Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.&nbsp;</p> <ul> <li> <p dir="LTR">Provide professional and friendly support to all external and internal customers.</p> </li> <li> <p dir="LTR">Identify call volume demand and other contact channel demand volumes.&nbsp;</p> </li> <li> <p dir="LTR">Oversee and manage the collection, analysis, and reporting on performance statistics to drive operational efficiencies, proactive responsiveness, and long-term forecasting.</p> </li> <li> <p dir="LTR">Schedule <span class="WIK2">Creation/Flexibility/Optimization.</span></p> </li> <li> <p dir="LTR">Trends real-time call arrival patterns and adjusts staffing needs across all locations accordingly.</p> </li> <li> <p dir="LTR">Head-count &amp; Demand Forecasting and Planning (Future and real-time)</p> </li> <li> <p dir="LTR">Communicate trending issues to management.</p> </li> <li> <p dir="LTR">Identify call routing anomalies using real-time monitoring applications.</p> </li> <li> <p dir="LTR">Proactively identifies and helps resolve call volume interruptions and system outages that impact contact center performance.</p> </li> <li> <p dir="LTR">Escalates contact center interruptions to appropriate Executive Leadership Staff in a quick timely fashion.</p> </li> <li> <p dir="LTR">Recommend process improvements and tools that improve the efficiency of human-based support.</p> </li> <li> <p dir="LTR">Other job duties as defined.</p> </li> </ul>
Requirements: <ul> <li> <p dir="LTR">Bachelor's or Associates degree in Computer Science, Statistics, Mathematics, Finance, General Business, Accounting or a related field.</p> </li> <li> <p dir="LTR">Minimum of 1-3 years Contact Center experience.</p> </li> <li> <p dir="LTR">Exceptionally organized and detail-oriented.</p> </li> <li> <p dir="LTR">Ability to multi-task and meet competing demands.</p> </li> <li> <p dir="LTR">At least 3 years of scheduling experience is preferred but not required.</p> </li> <li> <p dir="LTR">Excellent written and verbal communication skills.</p> </li> <li> <p dir="LTR">Attention to detail.</p> </li> <li> <p dir="LTR">Ability to multitask.</p> </li> <li> <p dir="LTR">Strong problem-solving skills.</p> </li> <li> <p dir="LTR">Excellent Time management skills.</p> </li> <li> <p dir="LTR">Helps to maintain a positive work environment</p> </li> <li> <p dir="LTR">Helps to maintain a positive work environment.</p> </li> </ul> <br /> <p dir="LTR"><strong><u>Physical Demand &amp; Work Effort</u></strong></p> <ul> <li> <p dir="LTR">Keying/typing, standing, walking.</p> </li> <li> <p dir="LTR">Sitting for an extended period.</p> </li> <li> <p dir="LTR">Constant mental and/or visual attention; the work is either repetitive or diversified requiring constant alertness in an office environment.</p> </li> <li> <p dir="LTR">The job is typically performed under comfortable working conditions; any disagreeable elements are generally absent during the normal performance of the job.</p> </li> <li> <p dir="LTR">Compliance with company attendance standards.</p> </li> </ul> <p dir="DEFAULT">&nbsp;</p> <p dir="LTR"><strong><u>Comprehensive Benefits</u></strong></p> <p dir="LTR">We offer a competitive salary, outstanding benefits package that includes medical, dental, vision, life insurance, paid vacation and sick days, paid holidays, tuition reimbursement, and 401(k) with company match.</p>