Abeka Workforce Management Analyst

Dedicated to Excellence, Committed to Service

Abeka Workforce Management Analyst

The Workforce Management Analyst is responsible for the daily efforts to provide a great customer and employee experience. The data is mathematically analyzed in real-time with the purpose of optimizing resources to achieve business objectives and to improve workflow.

Monitor Customer Service

Provide real-time monitoring with Genesys and workforce management techniques to make intraday adjustments in an effort to maximize resource efficiency and achieve service-level goals.

Manage Staff

Monitor incoming and outgoing contact volume, assessing skillsets to adjust and reprioritize resources. Schedule staff efficiently to answer incoming contacts and to complete projects. Daily communicate with customer service management and staff to ensure smooth, efficient operations.

Analyze Data

Mathematically analyze operations data to identify operation patterns and trends. Provide recommendations for solutions and improvements.

Report Data

Gather, compile, and report data in a clear mathematical and easily understood format. Report call center performance metrics for leadership team.

FLSA Status - Scanning (Non-exempt)

Education

Required Education : Bachelor's Degree

Work Experience

Required Experience :

1+ years in a contact center, 1+ years in customer service

Preferred Experience : 1+ years in workforce management

Physical Requirements and Skills

• Capable of Using Department-specific Software Applications
• Customer Service
• Microsoft Applications
• Oral Communications
• Written Communication
• Mission and Purpose Understands and implements the mission and purpose of the ministry within their workplace.
• Character Is authentic, fair, and honest in all interactions; shows integrity and humility; keeps confidences.
• Ownership Performs work efficiently and accurately; needs minimal supervision; accepts coaching and guidance.
• Initiative Shows interest and takes action without being prompted; is motivated and resourceful in achieving results.
• Flexibility Is open to change and new information; adapts behavior and work methods in response to work needs.
• Learning Masters new technical and business knowledge; constantly seeks self-improvement by increasing skills and abilities.
• Team Work Gets along well with others; actively participates on the team by sharing responsibilities and ideas.
• Competence Has the skills and experience required to do the job; keeps up to date on knowledge, skills, and abilities.
• Customer Experience Delivers great customer experiences; listens well; provides friendly and helpful assistance.
• Attendance Reports to work on time as scheduled.
• Professionalism Dresses appropriately for work; conducts themselves in a courteous, professional manner.

Ideal candidates must be born-again Christians and must be dedicated to training young people for serving God; and must desire to educate students based on biblical values and be committed to excellence as a Christian educator who glorifies Christ as the source of all wisdom and knowledge. Applicants must agree with Pensacola Christian College's Mission, Purpose & Objectives, Doctrinal Position, Philosophy of Education, and Faculty & Staff Commitments. We reserve the right to fill this role at a higher / lower grade level based on ministry needs. An assessment may be required to be considered for this position.