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Work Force Management Analyst 2

Work Force Management Analyst 2

North End Teleservices, LLCOmaha, NE, USA
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Job Summary :

The Workforce Management Real-Time Analyst (WFM RTA) is responsible for effectively managing call volume routing, representative statuses, making real time staffing and routing adjustments to meet volume requirements, adherence metrics that meets or exceeds key performance indicators for service level and first call resolution on each program.

Key Responsibilities :

  • Analyze call trends and volume to determine the volume spikes and adjust

schedules within workforce management tool.

  • Monitor intraday performance, notifying managers as problems arise in

    • order to optimize service level.

  • Work with business units and adjust call center scheduling, staffing to meet

    • both intraday and future needs.

  • Monitor staff adherence to work schedules and provide adherence

    • reports to business unit leadership.

  • Experience in Power BI
  • Provide daily volume and productivity reports.
  • Compare call forecasts with actual results to examine variances,

    • proactively identify scheduling gaps and offering solutions to resolve the

    gap.

  • Accurately forecasts work volume, handle time and staff shrinkage by

    • work type, and provides staffing recommendations to enhance workforce

    management and center-wide performance.

  • Audits forecast models and schedules prepared by WorkForce

    • Management (WFM) team, identifies gaps and provides

    recommendations for improvements.

  • Develops and maintains relationships with the center's Leadership and its

    • management teams.

  • Collaborates and partners with the WFM Leader to coach and develop

    • analysts, as well as assist in the daily management and distribution of work

    tasks and activities.

    Attendance and Punctuality :

    Regular attendance and punctuality are vital attributes for all employees and

    critical for our staff as we are the role models for our organization and future

    leaders. It is important for employees to attend work regularly and to arrive at

    work on time, because failure to do so detrimentally affects employee morale

    and productivity throughout North End Teleservices, LLC.

    DEI Competencies :

    Diversity equity and inclusion as a leadership competency is a measure of

    success within NET.

  • Continuous learning : Commits to continuous learning / improvement in

    • diversity, inclusion, and cultural competence.

  • Demonstrates an ability to flex style when faced with myriad dimensions of

    • culture to be effective across cultural contexts.

  • Abides by and lives out company values of :
  • Respect for our clients, each other and self
  • Integrity in everything we do
  • Truth open and honest communication with each other and our clients
  • Improvement innovation, creativity and always strives to be our best and

    • do our best

  • Service utmost and foremost
  • Diversity of thought, work and life experiences
  • Fun work hard, play hard

    • North End Teleservices, LLC is an equal-opportunity employer and is committed to

    diversity in its workforce. North End Teleservices, LLC recruits qualified applicants

    without regard to characteristics such as race, color, national origin, religion,

    gender, gender identity, sexual orientation, disability, veteran status, age, marital

    status, citizenship status, or any other status protected by law.

    #funenviroment #analyst #NET #NorthEnd #NETfamily

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    Management Analyst • Omaha, NE, USA