Sallie Mae (NASDAQ: SLM) is the nation's No. 1 financial services company specializing in education. Whether college is a long way off or just around the corner, Sallie Mae helps turn education dreams into reality for 25 million customers. With products and services that include college savings programs, scholarship search tools, education loans, insurance, and online banking, Sallie Mae offers solutions that help families save, plan, and pay for college. Sallie Mae also provides financial services to hundreds of college campuses as well as to federal and state governments
This position emphasizes a commitment to call center servicing and customer support through the generation and analysis of custom reports with the purpose of identifying trends and opportunities for improvement, providing recommendations to the operations teams based on report findings, assisting the operations teams in drafting reporting requirements and tracking requests through implementation. This position will also analyze and trend call data and drivers with the purpose of identifying opportunities for call volume reduction as well as call volume planning, staffing and forecasting.
Under the direction of Manager and Director, and in addition to the primary responsibilities listed above, analyzes, designs, validates, implements and supports new operational reports for the Campus Solutions team. Also responsible for assisting in the training of end-users of new reports and maintaining detailed specifications for all reports. Responsible for the creation of capacity plans and staffing models as well as call volume forecasting and agent head counts.
EXPERIENCE -Indicate the minimum years of experience and type of experience typically required to perform the responsibilities of the position in addition to the education needed to perform the duties of the position. For TECHNICAL POSITIONS, include essential software or hardware experience.
1. Report Generation
a) Provide on time and accurate distribution of assigned daily/weekly/monthly and ad hoc reports
b) Identify and implement opportunities to improve the accuracy and efficiency of assigned reports
c) Provide support to operations team for assigned reports to ensure end user comprehension, issue resolution and data validation as required
d) Periodically review assigned reports with end users to confirm they are still meeting their needs and/or identify any changes to improve effectiveness
e) Identify and implement opportunities to improve the report distribution process for assigned reports.
2. Report Development
a) Assist call center operations and management teams with identifying and documenting new report requirements
b) Design and develop new reports based on requirements and end user feedback within expected time frames
c) Complete full data validation for all reports prior to distributing to end users
d) Document and maintain detailed report specifications for all assigned reports
e) Identify new data sources required to improve the accuracy of report data and improve reporting efficiency
f) Assist in the acquisition and loading of all data into the reporting repository
3. Business Trend/Analysis
a) Include data analysis tools (charts, graphs, pivot tables, etc.) as appropriate to facilitate end user data analysis
b) Review assigned reports for trends in activity and agent performance and provide commentary to end users
c) Provide supplemental reporting as necessary to support research findings
d) Identify trends, opportunities for improvement and call volume reduction based on the analysis of the data
4. Staffing and Forecasting
a. Maintain and update call volume metrics within IEX TotalView on a daily/weekly/monthly/yearly basis
b. Work within Hard Metrics and Avaya Centre Vue to determine call volume run rates for call center forecasting
c. Provide timely delivery of forecasting and staffing requirements to call center management
d. Create monthly capacity plans based on call center metrics to illustrate staffing planning needs
5. Other duties as assigned
- Bachelors degree or equivalent work expreience
- 2+ years call center environment
- 2+ years report development experience
- Proficiency with MS Office Suite
Sallie Mae is a federal government contractor. Should this position support a government contract, now or in the future, the successful candidate will be subject to a background check conducted by the U.S. Government to determine eligibility and suitability for federal contract employment for public trust or sensitive positions.
- Proven experience analyzing reports and generating conclusions and recommendations for the business areas
- Proven ability to compile and present data for the business areas that address specific process related questions or
- Aility to manage multiple projects
- Ability to establish standards to ensure projects are adequately estimated, controlled, tracked, and managed
- Strong knowledge of business environment
- Ability to effectively represent Sallie Mae to representatives of outside organizations
- Strong interpersonal skills required for a team environment
- Strong written and oral skills
- Strong teambuilding skills
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