Role Description
The Workforce Analyst role is critical to the success of the call center by coordinating all the call center rep resources with the calling demands.
This role is instrumental in ensuring appropriate levels of staffing to meet the business's needs. Reports to the Workforce Management manager.
Core Responsibilities
Monitor and respond to Real Time Adherence (RTA), queue activity, and service levels
Analyze intraday and historical performance to respond / plan appropriately in order to achieve operational service goals
Generate agent work schedules on a regular basis; maximize schedule efficiency and provide a variety of creative schedule options
Collaborate with internal customers; teams, departments, and contact center leadership to identify opportunities for improvement of resource utilization and to achieve service goals
Work with leadership to determine agent adherence to schedule and agent performance criteria. Administer and report on such criteria.
Run the shift bidding process
Administer the schedule and the day to day exception processes; approve and process time away requests, training and meeting requests
Create and design ad hoc reports for data pertaining to agent scheduling, call volumes, agent performance
Analyze, determine and communicate work / training schedules for agents to leadership
Assign new hire schedules for onboarding agents
Identify and determine required staffing based upon volume and make recommendations for improvements
Determine, document and escalate concerns on agent performance to management
Assist in reviewing overtime and staff release determinations
Other duties, as assigned
What are we looking for?
Ability to work independently as well as with a team
3-5 years of workforce experience
Analytical and strategic thinker
Demonstrated attention to detail and willingness to get into the detail to get the job done
Ability to multitask and successfully operate in a fast paced, team environment
Must adapt well to change and successfully set and adjust priorities, as needed
IEX experience is a plus
US work authorization
Someone who embodies being 'Oaky'
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