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OPERATIONS ANALYST - CALL CENTER in Aurora, IL at The GEO Group, Inc.

Date Posted: 11/3/2020

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Aurora, IL
  • Experience:
    Not Specified
  • Date Posted:
    11/3/2020

Job Description

Facility: PROTOCOL

Compensation Base: $58,000

Compensation Bonus (if applicable): 

 

Equal Opportunity Employer.

BI Incorporated is the largest provider of GPS, alcohol and RF technology and services in the United States. BI offers a full continuum of monitoring technologies and related supervision services for parolees, probationers, pre-trial defendants, and individuals involved in the immigration process. Our innovative products and services assist more than 1,000 agencies nationwide.

Summary

  • Monitors, analyzes and evaluates all Operations and support function systems and processes to ensure contract compliance, improve customer service and satisfaction and drive cost efficiencies.

Primary Duties and Responsibilities

  • Analyzes Operations labor distribution by customer to determine if service levels meet contractual obligations.
  • Monitors and analyzes activities in Operations and customer service in order to compile data used to determine staffing levels necessary to support business needs.
  • Analyzes training needs of customers and employees by system and account to ensure the training delivery is in line with contractual obligations.
  • Documents and reports findings, recommendations and key performance indicators on a regular basis as required. Interfaces with representatives from departments Company-wide to compile data, develop recommendations and present reports.
  • Researches, tests and demonstrates external resources/tools that could improve business processes and reduce overall costs.
  • Performs cost benefit analyses on Operations support functions to determine and evaluate possible cost efficiencies
  • Generates weekly schedules for Operations
  • Generates daily and monthly reporting on inbound and outbound call statistics.
  • Responsible for scheduling of non-exempt staff
  • Provide staffing graphs and staffing patterns to Operations and Human Resources to help determine staffing short falls or overages.
  • Performs special projects as required
  • Performs other duties as assigned.

 

Job Requirements

Minimum Requirements

  • High School Diploma or GED required.
  • Bachelor’s Degree in Business, Criminal Justice or related field preferred.
  • Three to five years of previous analysis experience required.
  • Call Center experience preferred.
  • Effective oral and written communication skills with internal and external contacts at all levels.
  • Ability to analyze problems and provide effective solutions.
  • Flexibility in handling special projects and assignments.
  • Working knowledge of statistical analysis and correlation.
  • Proficient computer skills using Microsoft Word, Excel and Power Point.
  • Working knowledge of Avaya CMS and Kronos systems preferred.
  • Ability to perform statistical graphing and correlation.
  • Attention to detail.
  • Good organizational abilities.
  • Ability to work in a team environment.
  • Ability to work with computers and the necessary software typically used by the department.