Workforce Analyst

Job Description

Job Description

Description :

As a Workforce Management Analyst, you will be responsible for real-time and / or intraday management of resources to ensure the correct number of agents at the right times are in their seats to answer an accurately forecasted volume of incoming calls at the desired service level.

You will also provide assistance with reporting performance results to leadership, outbound campaign management, the monitoring of staffing and attendance, scheduling, and forecasting.

About Servbank

Founded in 1994, Servbank is a banking institution with local roots and national reach. We were built on a foundation of community-orientation, which ensures that no matter who we serve, we do so with the human touch that marks the gold standard of service.

We work with individuals, businesses, and communities, so that whether you’re a student, a homeowner, a small business owner, or a community leader, we can help you fulfill your goals.

Come create excellence with Servbank.

Responsibilities

• Prepare intraday reports on staff attendance and aux codes
• Manage agent call-in line and update schedules to reflect accurate intraday projections
• Monitor attendance and schedule adherence
• Manage changes to scheduling to ensure adequate daily resource coverage
• Ensure hours are accurately accumulated and maintained
• Process real-time, same day management requests for modifications of scheduling events (meetings / trainings, etc.)
• Stay current on internal policies and procedures
• Recommend overtime or downtime based on day of performance
• Maintain constant communication with Workforce Management team to coordinate needed staffing adjustments based on current and forecasted results
• Manage intraday service level acceptable goals
• Monitor real-time adherence to schedules for call center associates
• Initiate escalation procedures when KPI thresholds are exceeded
• Provide day of impact analysis for outages, staffing shortages, and other unplanned events
• Approve real-time request for offline events
• Provide leadership teams with timely, accurate reports on intraday performance and impacts

Requirements :

• 1 year of experience working in a workforce management team / environment
• 1 year of experience working with workforce management software (Verint preferred) and call center ACD software (Avaya, Five9, Genesys, etc.)
• 2 years of experience working with Microsoft Office
• Intermediate Excel skills
• Strong analytical and organization skills, including trend analysis
• Proficient with time management
• Ability to plan, prioritize and organize effectively / detail-oriented
• Demonstrate flexibility to adapt quickly to departmental changes and conditions
• Self-motivated with the demonstrated ability to learn and apply new information quickly, work independently, and take initiative
• Demonstrate working knowledge and adherence to all HR & WFM policies, procedures, guidelines, and practices

Education :

High school diploma or equivalent

EEO Statement :

We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.