KOBIE Workforce Analyst Salary in the United States

Contact Center Analyst - Workforce Management

Who You Are and What You’ll Do:

You are an analytical and strategic Workforce Analyst, with a passion for excellence in contact center environments. This position will provide operational support and expertise for Contact Center technology, and resource planning.

Your day to day:

• Manage daily call volume to ensure statistics fall within acceptable levels to meet corporate goals and performance guarantees.
• Develop and analyze meaningful call center reports by extracting data from various business systems.
• Facilitates Contact Center reporting while making recommendations to management on real time staffing needs; analyze support metrics and identify trends.
• Track intraday, daily, weekly, line of business and seasonal call patterns.
• Interpret, analyze, rate, and make recommendations in relation to call volume, shrinkage, attendance, staffing levels, and attrition to increase the customer experience.
• Manage time off scheduling while adhering to operating procedures process and tools.
• Scheduling all contact center off phone activities while analyzing forecasting.
• Monitor staff production, performance, queue, and agent performance while making recommendations to improve service levels and efficiencies.
• Support continuous improvement to achieve consistently excellent client and employee satisfaction; identifies and recommends improvements in processes, procedures, and tools usage.
• Communicate and provide feedback effectively to contact center management team.
• Ensure all tools, processes and procedures are properly documented.
• Identify root causes of issues and make recommendations to minimize future occurrences.
• Assist with payroll processing oversight.
• Protect company proprietary and confidential information.
• Other duties and tasks as assigned.

Knowledge, skills, and experience to be successful in this role:

• Strong analytical and deductive reasoning skills.
• 5 years of Workforce Planning experience required.
• 5 years of call center operations experience required.
• Strong background supporting the use of ACD and workforce planning software. Verint and Five9 experience is required.
• Experience in support of customer service and technical environment preferred.
• Strong proficiency in MS Excel

Education:

• Bachelor’s Degree required.