Workforce Analyst

Job description

Description

TheWorkforce Analystis responsible for maximizing resources to ensure the right numbers of agents are in the right place at the right time through scheduling and real-time intraday management. This position requires the ability to demonstrate a strong understanding of planning, forecasting, managing to demand and capacity concepts in a contact center environment.

Responsibilities:

·  Create and maintain real-time, historical and custom reports and analyze trends in a timely manner to improve the efficiency and effectiveness of the CS organization.
·  Ensure and facilitate the best use of resources to meet the needs of CS organization as defined by “Service Level agreements”.
·  Assist in the development of new and/or redesigned processes based on both long-term strategies and tactical priorities.
·  Effectively partner with other support areas to develop and execute on plans, strategies and results.
·  Act in a collaborative capacity to resolves problems/issues quickly and effectively.
·  Monitor contact center performance and make real-time staffing adjustments to ensure that service goals are met.
·  Maintains constant communication across departments/sites to acquire and communicate details that influence call volume delivery, AHT or adherence against schedules.
·  Optimize the use of real-time monitoring tools (CCPulse & RTA) and workforce management techniques to improve resource efficiency and effectiveness.
·  Monitor multi-site real time adherence and communicate with sites when agents are out of adherence.
·  Analyze current days queue performance, compare with staffing plan and previous day's historical to develop a course of action to ensure service level goals are met.
·  Conduct real-time resource re-forecasting, utilizing scheduling software to meet daily/intraday service level targets.
·  Work closely with other team members (internally and externally) to effectively coordinate activities of resources based on volumes and staffing across multiple sites.
·  Set skill priorities and adjust as needed.
·  Track, address and escalate interrupted work (including system issues) while reporting any significant developments and provides reallocation recommendations to CS leadership.
·  Upkeep daily journal of day's events to ensure all actions taken are documented
·  Provide daily/intra-day performance reports to CS leadership

Qualifications

·  Call center experience
·  Ability to work nights and weekends as needed
·  2 years relevant working experience in a call center
·  Previous Genesys and/or eWFM (Aspect) experience preferred.

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