Workforce Analyst

We have an immediate need for a Senior Workforce Analyst and a Workforce Analyst. These positions will be responsible for assisting the Operations Team in meeting productivity and performance standards to ensure service goals are met. These positions will also work closely with the Management team. This is a very fast paced role and attention to detail is a must. Our Workforce team is very important to our company and we need exceptional people that have a passion to succeed and excel 



Responsibilities of Workforce Analyst includes :

· Scheduling – using historical data and predictive forecasting tools, identify the number of CSRs necessary to support the various client programs and products in a 7x24, 365-day per year customer service call center, and the schedules necessary to satisfactorily meet and service anticipated call arrival volumes and patterns.

· Prepare schedule re-bids as necessitated by increases in call volume or changes in call arrival patterns

· Prepare or support scheduling activities in “sister” call centers within and outside the United States

 

·  Forecasting – complete internal forecast to compare against client forecast to ensure proper staffing levels, calculating shrinkage, tracking attrition, noticing holes in staffing – being proactive and creative in finding solutions through self motivation, making recommendations for new hire classes.

· Forecast intra-day call volume, talk time and staffing requirements for assigned queues.

 

· Real Time – monitoring queues, adjusting agent skill sets/workgroups, work with remote sites to achieve contractual SLA’s, identify downtime and report to IT to quickly resolve issues and minimize the impact to our clients

· Provide daily, weekly, monthly, year-to-date and real time analysis of call center statistics to Operational and Client Services Teams

 

· Reporting – daily reports, project specific reporting

· Consolidate reports for multiple call center sites

· Centrally track call out/time off and put together shrinkage information for reporting and forecasting purposes

· Review time off requests for call center and approve/deny based on business requirements

· Assist call center and/or client managers in preparing periodic call center reporting for client meetings

· Other projects as assigned.

Requirements

· Experience with workforce management software – CMS, Aspect, Blue Pumpkin, or TCS

· Experience forecasting and scheduling  7x24 call center activities and staff

· 1-2+ years of call center experience

· 1-2+ years of experience in workforce (preferably in a supervisory role)

· Extremely proficient in Microsoft Excel, Microsoft Word and Access 

· Strong analytical and problem solving skills

· High attention to detail

· Strong verbal and written communication skills

· Strong multi-tasking skills

· Ability to work with minimal supervision

· Some flexibility in schedule

· High School Diploma or GED required