Workforce Analyst

JOB SUMMARY

Responsible for overseeing workforce management scheduling, reporting and auditing functions. Manage the resources required to meet optimal service level standards. Develop comprehensive reporting illustrating staffing and adherence effectiveness and opportunities at individual, team, and center levels.

MAJOR DUITIES AND RESPONSIBILITIES

• Actively and consistently support all efforts to simplify and enhance the customer experience
• Utilize scheduling software to determine the proper shift coverage by adjusting center resources to accommodate changes in call volume/service activity or resource availability
• Assist in the management of overtime and voluntary time off (VTO)
• Optimize break and lunch scheduling to efficiently staff teams
• Monitor real-time adherence and call statistics and communicate with supervisors to ensure on-phone and off-phone activity is managed efficiently throughout the day
• Monitor/track sick calls, tardiness, etc., entering real-time exceptions into workforce management module (absence, tardiness, meetings, overtime, etc.)
• Manage benefit time accrual accounts in the workforce management software, establish thresholds and plan for both scheduled and unscheduled absences
• Audit and maintain the integrity of data in the workforce management software and related databases
• Monitor call volume and statistics to ensure adherence to scheduling and service level metrics
• Liaise with staff regarding workforce management practices and initiatives
• Update leadership on staffing issues, performance measures, and call statistics
• Provide input on forecast projections and staffing requirements
• Perform other duties as requested by COO

Skills/Knowledge 

• Ability to analyze and interpret data
• Ability to communicate orally and in writing in a clear and straightforward manner
• Ability to communicate with all levels of management and company personnel
• Ability to handle multiple projects and tasks
• Ability to maintain confidentiality
• Ability to make decisions and solve problems while working under pressure
• Ability to prioritize and organize effectively
• Ability to show judgment and initiative and to accomplish job duties
• Ability to use personal computer and software applications (i.e. word processing, spreadsheet, etc.)

Education

Bachelor’s degree in Communications, Business or related field or equivalent experience

Related Work Experience

2 years’ Workforce Management scheduling and forecasting software experience

2 years Inbound Contact Center environment experience

Multi-channel Contact Center Management experience preferred