Job Listing

JOB DESCRIPTION

Position Title: Command Center Analyst

Department: Customer Service Programs

Reports To: Head of Command Center

Champion Command Center Analysts, are responsible for monitoring both internal and external events twenty-four hours a day, seven days a week, 365 days a year. The Champion Command Center serves as the focal point for managing, coordinating and reporting intraday activity across the Champion enterprise. As a Command Center Analyst you will assume primary responsibility for monitoring events that have the potential to impact the business, our clients or our employees. Command Center Analysts also assist with emergency responses and communication pieces to frontline customer service, ensuring relevant events are escalated and effective messaging relayed in an effective and timely manner. 

As a Command Center Analyst, we need you to… 

• Monitor and analyze real-time contact trends in order to coordinate staffing adjustments to ensure service levels are met. This includes:
• Analyze reports and comparing them to the historical and trends
• Forecasting and analysis of expected agent performance during the day
• Recommend actions for improvement in performance
• Monitor and manage volume and manpower resources 
• Act as a first point of contact as well as ongoing point of contact for any escalations, outages, system issues, weather events, transportation issues or any other production impacting situations. 
• Co-ordinate and collaborate with operations and other departments to ensure smooth functioning of the production environment. 
• Create value by recommending procedural and operational guideline changes to improve communications and operational efficiency. 
• Prepare multiple internal and external reports while ensuring timeliness and accuracy of data. 
• Making necessary adjustments in scheduling software to appropriately track the productivity of Call Center Agents.
• Provide emergency messaging guidance and tools to our frontline customer service staff.
• Help manage the content within the Wiki and email programs to ensure all content is up to date and accurately reflects the needs of the staff to help resolve player inquiries. 
• Maintaining confidentiality relative to organizational strategies, objectives, and practices. 

To become a Command Center Analyst, you should meet these requirements… 

• Ability to understand, manage and report metrics like Service Level, Occupancy, Staffing and others. 
• Ability to work with complex calculations involving addition, subtraction, multiplication, division, fractions, percentages, and ratios. 
• Must demonstrate quick thinking, common sense, urgency, and problem-solving skills. 
• Ability to define problems, collect data, establish facts, and draw valid conclusions. Must be enterprising, assertive and proactive in solving staffing problems. 
• Good verbal and written communication skills. Ability to communicate in a clear and concise manner. 
• Ability to perform multiple tasks with attention to detail in a fast-paced and shifting priority environment. 
• Advance skills in using Microsoft Office – Excel, Word, PowerPoint, etc. 
• Strong leadership skills in order to make real-time decisions often with limited data and tight timeframes.

Without a doubt, you should have the flexibility to work in a fun, fast-paced environment with a rotating 24/7 schedule and sometimes even be required to work on holidays.