Functions of Job Descriptions
Functions of a Job Description
Sandra Boynton, Hiring Manager
Marlene Keller
Position Suggestion
It has come to my attention that our company is lacking in consistent data analysis. Currently, all data gathering and creation of presentations is handled by senior call center agents. The problem with this approach is that the position is handled differently by each agent and few agents are actually qualified to be doing this type of work. The purpose of this memo is to suggest a permanent management analyst position for the company and offer guidance as to the position and the necessary qualifications.
Our call center is founded on efficiency. With the high amount of calls received and the specific metric requirements for each call, management depends on daily statistical feedback to ensure the business is operating smoothly. Should anything be out of metric, it is the managers who are responsible to answer the client's complaints and determine the reason for the inefficiencies. While the managers do have some background in business,...
This is where a management analyst would be a key driver within the company.
A management analyst is in charge of gathering data from the servers and keeping up-to-date reports regarding call metrics for the center. Should metrics appear abnormal, it is the responsibility of the management analyst to determine why. Additionally, the management analyst will be responsible for creating new reports and making proposals for improvements to the current metric expectations and job processes.
Position Details
The management analyst would have the responsibility of tracking and reporting all call-center data for both the Tempe and San Antonio sites. The management analyst must be able to create reports, spreadsheets, memos, and other necessary documents as well as answering general concerns by management regarding statistical anomalies. Finally, the management analyst must have an advanced knowledge of forecasting and be able to forecast upcoming changes within the call center trends.
Position Duties
The management…
