Processing Analyst

Role Summary

The Queue Processing Analyst (PA) plays a critical role in workforce management, requiring robust skills in inventory oversight and workforce optimization to meet customer service level agreements (SLAs). This position demands a proactive, independent worker who excels both solo and in team settings, using adaptability, innovation, and problem-solving abilities to enhance service quality in line with business needs.

Key Duties

• Oversee daily assignment operations by tracking current inventory and staffing levels to satisfy or surpass customer-specific SLA targets.
• Conduct regular meetings with regional supervisors to review internal goals, elevate issues, and present operational volume, health, and trend data to leadership teams.
• Monitor workforce volume and workflow to detect any irregularities or trends.
• Collaborate with Application Support, DMV Partners, and Region Supervisors to maintain smooth, timely event processing and prevent delays that could jeopardize SLA compliance or cause expiration.
• Proactively manage service recovery by addressing customer escalations via various communication channels.
• Respond in real-time to incidents like technical outages, application failures, or unexpected facility closures, escalating as necessary.
• Create and upkeep databases or spreadsheets that track essential service metrics.
• Serve as a subject matter expert on organizational scheduling protocols and practices.
• Analyze staffing models by examining trends and business impacts, recommending workforce adjustments such as early releases, overtime, or schedule changes.
• Collaborate with management to review and enhance staffing forecasts.
• Communicate effectively with internal and external stakeholders following company policies and standards.
• Coordinate with leaders, trainers, and implementation teams to ensure proper training and allocation of staff based on evolving client needs.
• Authorize work schedules, leave requests, and overtime approvals.
• Perform additional assigned responsibilities as needed.

Qualifications

• Bachelor’s degree in Business, Computer Science, or equivalent relevant experience.
• Excellent verbal and written communication skills with an ability to select appropriate communication methods.
• Proficiency in Microsoft Office Suite.
• Strong leadership capabilities, effective time management, and critical thinking skills.
• Knowledge of statistics, trend forecasting, and analysis.

Company Values

• Own It: Emphasize accountability, customer focus, and innovation to achieve high performance.
• Do What's Right: Uphold integrity, ethical conduct, sound judgment, and courage.
• Choose Courage Over Comfort: Embrace challenging conversations and actions that promote progress.
• Win Together: Foster collaboration, global thinking, inclusivity, and employee development.

Additional Information

Candidate personal data collected during the application will be retained solely for recruitment-related purposes, not exceeding two years post-process closure, or for future related opportunities. Verra Mobility is an Equal Opportunity Employer, ensuring fair consideration regardless of race, color, religion, gender, sexual orientation, disability, or veteran status.