Workforce Management Analyst - Call Center

Position Summary: On the operations side, a Workforce Management Analyst collects metrics on the workforce, analyzes this data to determine what trends exist, and then formulates plans to further the operational goals of the business

Duties and Responsibilities:

· Interpret, analyze, rate, and make recommendations to improve the workforce in order to reduce overheads and increase customer satisfaction and experience. Facilitates and troubleshoots the myriad of problems associated with coordinating and development of projects.

· Provides highly skilled technical and management advice and assistance to department management and personnel.

· Gathering and reviewing a lot of information related to staff performance and customer issues with the goal of determining ways to improve operations through effective staffing decisions and increase customer satisfaction. Chairs various project review and pre-submittal meetings.

· Preparing and managing staffing and scheduling to ensure that a sufficient amount of staff is available to perform all required tasks. Assists in developing goals, objectives pertaining to assigned project.

· Assessing staffing levels daily, and monitoring attendance and schedule adherence. Process Management – Working with the internal business and IT teams to ensure successful onboarding and day to day operations of a particular client

· Telephony based Phone system set up, communication, scripting, staffing, monitoring all aspects of call center operations

· Producing daily reports of staff members’ attendance and performance for the call center leadership time. Schedule Management and Staffing Updates

· Generating regular and ad-hoc reports on a variety of KPI’s and CSC metrics, including daily agent statistics and skill group/call type statistics; analyzing data to identify trends, issues, and opportunities, and uncovering levers impacting these issues, and developing recommendations for improvement.

· Providing periodic reports: real time and historical reports containing performance data to support operations management.

· Analyzing schedule performance, forecast accuracy, and underlying assumptions, as well as historical trends, and making continuous adjustments and improvements to the forecasting, headcount planning, and scheduling process to make sure both service levels and profitability goals are met.

· Real-time monitor for the operations team by providing direction, guidelines, and performance updates to hit service level goals.

Education and Work Experience:

· College Degree Preferred

· 2 plus years in workforce management or workforce related functions

Knowledge and Skills:

To perform the job successfully, an individual should demonstrate the following competencies to perform the essential functions of this position.

• Must maintain highest level of Confidentiality at all times.
• Ability to communicate effectively (verbal and written)
• Excellent interpersonal skills
• Proficient computer skills: must have working knowledge of Excel and Word,
• Ability to multi-task, follow up, and meet deadlines
• Strong attention to detail
• Ability to identify discrepancies and take initiative to research variances and correct
• Excellent follow up skills. Working a project fully through to completion

Hours Required:

Varied Schedule but must be flexible and available to work additional hours outside of this standard schedule depending on project scope.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to talk or hear, sit, use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; and occasionally required to stand; walk; climb stairs. The employee must occasionally lift and/or move up to 20 pounds. Specific vision abilities required by the job include close vision and the ability to adjust focus.

Work Environment:

Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The usual environment is in a business office with a noise level in the work environment that is usually moderate.

This is an exempt position.

This job description reflects management's assignment of essential functions and may be subject to change at any time due to reasonable accommodation or other reasons.

Job Type: Full-time

Pay: $0.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Education:

• Bachelor's (Preferred)

Experience:

• Workforce management: 2 years (Preferred)

Work Location:

• One location

Work Remotely:

• No

COVID-19 Precaution(s):

• Personal protective equipment provided or required
• Plastic shield at work stations
• Temperature screenings
• Social distancing guidelines in place
• Virtual meetings
• Sanitizing, disinfecting, or cleaning procedures in place