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Workforce Management Analyst

Job Description

Job Description:
Workforce Management Analyst will be responsible for influencing a positive merchant experience through effective forecasting, scheduling, staffing and real-time management in a multi-site customer service and technical support environment. Monitor call volumes and adjust staffing levels to ensure proper agent allocation and workload distribution of phone and offline work, factoring in business need and service level requirements. Responsibilities also include analysis and reporting to improve business processes and support decisions that contribute to the growth of the business. Work closely with key business partners across multi-functional groups and participate in various operational initiatives.
Key Responsibilities:
  • Provide real-time monitoring via tools (Aspect WFM, Avaya CMS, etc.) and workforce management techniques. Make intra-day adjustments to maximize resource efficiency and achieve service level objectives.
  • Manage agent scheduling (i.e., shifts, training, vacation, meeting, overtime, off-line work, exceptions, etc.) to ensure that daily service level objectives are met. Make scheduling adjustments and recommendations to management based on business need.
  • Review scheduling efficiency and provide recommendations for extra hour requirements, shift alignment changes, attrition backfill, etc. Provide analysis to determine accuracy between staffing model requirements and actual schedules leading to improved organizational performance.
  • Create daily, weekly, and monthly contact volume forecasts by analyzing inbound call activity/historical trending.
  • Compile, track, and analyze workload drivers, integrating into model to improve forecast accuracy.
  • Create and maintain real-time, historical and custom reports and analyze trends in a timely manner to improve the efficiency and effectiveness of the organization.
  • Track and trend call KPI's (Key Performance Indicators) and produce daily and monthly dashboard reporting. Use information gathered to draw conclusions about trends, variances (against plan, year-over-year, etc.) and business performance.
  • Provide management with information and analysis regarding workload, traffic distribution and service level performance.
  • Proactively seek opportunities to improve processes that lead to greater operational effectiveness and a positive merchant experience.
  • Recommend service and operating improvements to the Workforce Manager and key business partners in the contact center.
Basic Qualifications:
  • High school diploma required with at least three years of customer service experience in a contact center environment.
  • Advanced knowledge and a minimum three years’ experience with Microsoft Excel required; intermediate knowledge of all other Microsoft office products.
 Required Skills:
  • Strategic planning, problem solving, analytical skills and the ability to balance multiple tasks simultaneously are essential.  General understanding of call center statistics.
  • Willingness to support peers and management staff.
  • Ability to collect information, analyze trends and make recommendations.
  • Ability to perform with a high degree of accuracy and adhere to established timeframes.
  • Ability to communicate in a professional and courteous manner when interacting with others via phone, email or in person.
Preferred Skills:
  • Ability to create and manipulate tables, charts, graphs, formulas, macros and pivot tables in Microsoft Excel.
  • Previous experience utilizing Workforce Management products such as Blue Pumpkin, IEX TotalView, Aspect WFM or similar preferred.
  • Ability to learn, understand and utilize call center workforce management software.
Req #: 160003990
Location: Tempe, AZ US
Job Category: Operations
Employment Type: Full Time
Potential Referral Amount: 0 US Dollar (USD)

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