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PrePass is a Software as a Service (SaaS) and technology solutions company in the transportation industry and the leader in the trucking weigh station, toll bypass, and software space. We partner with states and transportation companies to reduce traffic, fuel usage, safety risk, and pollution while increasing productivity. PrePass, with 340+ employees (and growing), has employees in 24 states.

Position Summary:

We need your skill set and expertise! Our West Valley City, Utah location is seeking a Business Operations Analyst to join our collaborative, innovative, customer-centric culture. You would be responsible for workforce management, process and data analysis and small projects to enable us to exceed our goals. This is a West Valley City-hybrid position.

Requirements

What We Want You to Do:

• Develop, recommend, and implement a capacity, staffing forecast and resource plan that manage up and down scaling of labor and resources.
• Analyze productivity reports to identify trends and provide recommendations to improve capacity and management processes.
• Responsible for scheduling to ensure coverage with Fulfillment and Call Center Leadership to coordinate time off, time off phones for events, and other activities and holidays.
• Evaluate Key Performance Indicators, including Service Level, Occupancy, Utilization ASA, AHT, on a daily, weekly, and monthly basis.
• Track, monitor, and communicate all system issues and downtime. Roll out contingency plan when and if needed.
• Develop and review applicable reports to optimize work schedules, identify critical positions, reassign employees to achieve daily ASA targets.
• Work closely and collaborate with Training, Sales, Finance, Account Management and Operations teams to gather relevant inputs for forecasting.
• Provide management with timely, relevant, and accurate reports on KPI performance related to Agent performance, call volumes, other relevant factors and make data-based recommendations on ways to improve results.
• Assess capabilities of internal business processes to achieve organizational strategic goals. Assist with implementing and automating new processes and reporting, evaluate existing processes, and recommend optimal solutions and improvements.
• Partner with business process owners and management on strategic initiatives, to include brainstorming.
• Use quantitative analysis methodology to perform data, cost and benefit, and/or process measurement analysis and testing, including but not limited to agent and team incentive program.
• Translate technical findings to big picture insights.
• Perform ad hoc analyses.
• Partner with the Business Intelligence team to automate reports, identify trends and drive performance and results.
• Set the example as a steward of technology and general business acumen by educating team members on reporting and other processes.
• Document processes, new and legacy.

Who You Are:

• Bachelors Degree.
• 3+ years of experience with reporting and analysis.
• 1-2 years of project management experience.
• Experience with workforce management tools (scheduling, performance, tracking, reporting).
• Proficient in call center performance metrics, such as Service Level, AHT, Schedule Adherence.
• Strong analytical and organization skills.
• Strong research and problem solving skills.
• Excellent verbal and written communication skills.
• Ability to perform root cause analysis.
• Ability to work confidently and independently with minimal direction.
• Experience with Microsoft SharePoint & Power BI is preferred.
• Experience with Alteryx is desirable, but not required.

Benefits

Additional Reasons this Job is Amazing

Benefits & Paid Time Off

• Paid Vacation.
• Paid Sick,
• Paid Company Recognized Holidays Paid Floating Holidays.
• Medical, Dental, Vision that start on date of hire no waiting period.
• 4 Medical Plans to select from (one plan option is 100% Employer-Paid for employee-only coverage)!
• 401(k) plan with strong employer match.
• Employer-paid Basic Life Insurance and AD&D, Long-Term Disability.
• Supplemental Insurance Available.
• Pet Discount Program.
• Legal Discount Program.
• Employee Discount Program.
• Tuition Reimbursement Program.
• Certification Reimbursement Program.
• Internal Advancement Opportunities

Culture

• Business casual dress, jeans everyday.
• Surround yourself with those that you can learn from and build your skills.
• Industry-leaders, strong brand.
• Culture that values innovation. For example, opportunity to participate in an Innovation Contest with monetary awards and recognition.
• Work environment where you have a lot of independence.
• Growth opportunities.
• Ability to work with a purpose and make an impact on our planet.