Workforce Analyst II

Position SummaryThe Workforce Analyst II position supports the Customer Service leadership team by providing insight and analysis of 3rd party agency call handling effectiveness. This is accomplished by identifying call handling trends and opportunities, recommending solutions to narrow or close performance gaps, and in many cases, taking immediate action to drive operation effectiveness. The Workforce Analyst II generates and reviews call metric KPI reports, real time adherence, roster management, and access rights requests. In addition, the role supports the Customer Service department by acting as liaison between the internal Operations team, IT department and 3rd party vendors when system outages are reported.Summary of Essential Job FunctionsAnalysis and creation of reports to identify trends and provide direction to internal and external units for appropriate enhancements to improve servicing.Real time management of department goals including: Global ASA, Staffing Compliance and Forced Disconnects.Regularly complete, review and obtain approval for work orders, vendor access forms and roster changes.Effectively document ad-hoc changes to volume allocation including but not limited to Impact Logs, CMS reporting, DR / BCP, and Forecast Allocation.Participate in projects or process improvement initiatives that achieve and support the company’s strategic initiatives.Attend and facilitate staffing and business review meetings as required.Act as a point of contact for the customer service team on IT / network team conference calls as required.Must exemplify professional and ethical behavior.Miscellaneous tasks as assigned.Position Requirements1 year of workforce management experience (e.g., RTA, Scheduler) for an inbound call center operation is preferred.Knowledge/proven experience driving call center metrics such as ASA, Service Level, and Abandon Rates through real-time workforce management.Experience with the CMS interface is preferred.Demonstrated verbal and written communication skills.Demonstrated organizational skills.Must have PC skills and the ability to utilize software such as, Microsoft Word, Windows, Excel, PowerPoint, etc.Experience using WFM/Forecasting/Scheduling Software Preferred.VBA or SQL a plus.

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