SOC L3 Analyst

Responsibilities

Execute on budget forecasts and owns the development and implementation of staffing and metric models, reporting and

Develop policies that impact workforce positively and work with operational staff to ensure communication of these policies and procedures are adhered

Train team members, managers, and trainers on the use of workforce planning

Communicate with management and operations team to ensure compliance with client and company dialing

Modify call routing and campaign dialing to ensure calls are handled and dialed

Develop reporting processes, dashboards and presentations to fulfill senior leadership reporting

Collaborate to develop product marketing plans including market research, positioning, value proposition, and messaging that resonate with our target

Help drive continuous improvement to increase productivity, accuracy, and improve case management staffing

Assist service line leaders with QC tracking and

Work with VP of Program and other senior staff to implement organizations new strategic

Work with clients and use data to identify the changing skills workers will need, skills adjacencies, and craft learning and career path plans based on objectives

Help teams design and craft ways for employees to learn and to roll out the continuous learning people need to perform effectively as organizations pivot at speed and

Assist management to design digital learning models that include using Artificial Intelligence for skills development and content

Requirements

Bachelors or Graduates Degree in business,data science, or business

Negotiation abilities and time management

A confident, natural leader and problem solver with demonstrated critical thinking and collaboration

Advanced understanding of business process

Strong command of English language and good communication

Comfortable with Agile

Benefits