Call Center Operations Analyst
VacationRoost, a Salt Lake City based industry leader in the fast growing vacation rental market, is seeking a Call Center Operations Analyst. The Call Center Operations Analyst will support the Director of Sales in maintaining the high levels of service established by VacationRoost’s reservations center by analyzing, and reporting on, key performance metrics including but not limited to phone, sales, and conversion. This person will also plan, implement and maintain phone routing infrastructure for internal and partner call queues and be responsible for workforce planning, forecasting and scheduling all call center staff.
The candidate should have demonstrated experience with call center phone systems, work force management and reporting for day to day operational management of a geographically dispersed call center sales team. The position requires a willingness to learn and master various call center platforms for analysis, reporting, forecasting, and scheduling.
Evaluating and challenging current practices and processes is not only encouraged, but expected. Innovation in processes is a core value and a core component of our past and future success at VacationRoost.