Workforce Analyst

Enhance Health

Workforce management – Analyst

• Real-time Monitoring of Multiple lines of Business including inbound agents, outbound agents and hybrid agents.

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  Oversees and manages real time response to day to day operations of a growing call center.
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  Deliver analysis, synopsis, insights, and plan of action for performance activities multiple times per day to wide range of audiences including senior contact center leadership.
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  Use solid understanding of key business indicators such as response time, efficiency, occupancy, and optimization metrics and productivity to make best decision in the moment.
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  Monitor real-time adherence to schedules for call center associates.
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  Communicate effectively with internal and external customers in accordance with the company’s policies, procedures, guidelines, and common practices.
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  Communicate effectively with peers and those we support in the business to ensure high quality and timely completion of work requests.
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  Connect with agents, Supervisors and Managers to verify activities and productivity.
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  Maintain composure in high pressure, escalated situations
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  Propose and implement ongoing innovations and improvements to Workforce Management processes.

What you'll need:

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  Minimum 1-3 years’ experience in contact centers, preferably with a focus in Workforce Management or staffing.

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  Hands-on experience and familiarity with workforce management and ACD systems
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  Ability to make quick judgement decisions based on contact center performance conditions.
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  Proficient in Microsoft Office (especially Excel), including manipulating data, creating reports, visualizations, and presentations from scratch.
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  Proven analytical and problem-solving skills with attention to detail and accuracy.
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  Good written and verbal communications to be able to clearly concisely work with all levels of the Customer Service Organization from agent to Senior Leadership.
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  Ability to be flexible and adapt to change
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  Solid understanding of the concepts of contact center demand workload, staffing, and scheduling.
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  Confident making decisions in ambiguous situations without specific direction on how to reach a solution
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  Excellent verbal, written communication with the ability to empathize and deliver clear, concise messaging
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  Ability to make agile judgement decisions based on changing contact center performance conditions.
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  Ability to maintain confidentiality of sensitive information
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  Experience with Workforce Management platform is recommended (e.g. Nice, Verint or IEX)