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For your reference, we have included the original job posting below.
Senior National Operations Analyst
Job Number:
42464083
Company Name:
Fidelity Investments
Job Location:
Merrimack, NH US
Job Category:
Accounting & Finance
Senior National Operations Analyst
Title: Senior National Operations Analyst Location: NH-Merrimack Position Description The Senior National Operations Analyst plays a key role in the strategic and tactical performance of the CSS Call Centers and Fidelity's largest institutional clients. Under minimal supervision of the National Console Director, the Sr. Analyst has a wide range of responsibilities including; short-term/ mid-range planning, performance analysis, management support, and relationship management/communication with many levels of CSS Leadership Team; up to and including SVPs. The Sr. Analyst is responsible for creating requirements which are critical to the call center achieving a consistent customer experience that our customers and clients demand as well as key contractual service level agreements, some with fees at risk. The Sr. Analyst needs to approach their responsibilities proactively, not reactively. The Sr. Analyst will need to work independently and as part of a team, as well as, provide coaching and mentoring to the junior associates on the team.
Primary Responsibilities * Through inputs from Forecasting, Staff/Capacity Planning, Service Readiness/CTS and the Call Volume Director, the Sr. National Operations Analyst analyzes the inputs and develops the national call volume and resource strategy for their respective queues to meet contractual obligations. * In addition, they are responsible for the communication and real-time monitoring of the strategy. * Through extensive data analysis and experience, they make decisions which influence the effectiveness of the national strategy; ensuring that we are meeting our customer, client and business goals. * Furthermore, the Sr. National Operations Analyst will play a key role in developing/standardizing call volume management routines and processes for the National Console Team. Education and Experience * Bachelor Degree or equivalent experience. * Prior call center experience required; 3-5 years. Skills and Knowledge * Strong knowledge of Call Center Operations * Strong experience with Call Center Technology, TotalView or other Workforce Management Systems, Aspect Agent Administrator, Informiam, Aspect Producer/ Director, Hyperion/ BRIO, CISCO ICM & Script Editor, VISIO. * Strong business judgment. * Excellent analytical skills. * Strong leadership skills. * Excellent organizational skills. * Excellent written/oral communication skills. * Strong interpersonal skills with demonstrated ability to interface effectively with a variety of functional organizations at multiple levels. * Effective influencing, conflict resolution, and change management skills. * Ability to think tactically and strategically. * Ability to work independently and within a team environment. * Ability to effectively mentor associates on team. * Microsoft Office: Excel, Access, PowerPoint, Project, Word. Company Overview Fidelity Investments is one of the world's largest providers of financial services. Founded in 1946, the firm is a leading provider of investment management, retirement planning, portfolio guidance, brokerage, benefits outsourcing and many other financial products and services to more than 20 million individuals and institutions, as well as through 5,000 financial intermediary firms. For more information about Fidelity Investments, .
