East Granby, CT
Analyst role exists to optimize the availability of staff to centers' needs through the utilization of Forecasts, Scheduling, Schedule Adherence and Real Time adjustments to meet current and short term projected demand.
A strong time management work ethic is required as this role tends to juggle multiple priorities.
Responsible for assisting management with business unit productivity goals by providing accurate short term forecasting, staffing requirements, staff schedules and management reports.
Assist management in monitoring adherence, staffing activity and updating the WFM system as needed. Workforce analyst continuously partner with Operations to meet service demands across multiple customer contact points (Phones, Email, Chat), prepare reports (daily, weekly, monthly), perform productivity analysis.
Assist with evaluating and identifying inefficiencies within production areas. Some other tasks may be including administration within WFM tool, building of new agents and gathering historical data for trending & analysis.
Participate in department projects and initiatives as needed. At times may also be expected to lead the Workforce team and provide direction for members of the operations team. You will also, at times be responsible for attending meetings or conference calls representing the team.
Continually monitor and improve the forecasting and scheduling predictions across all contact channels.
Solving for service level and using outside the box thinking to gain capacity
Studies and analyzes call volume trends on an ongoing basis for all assigned groups & uses this information to provide reports.
The Workforce team also makes recommendations and based on any findings, such as:
Shrinkage - unplanned absences
Scheduling of agent training
Monitors real-time queue and adherence reports to ensure service level and response time objectives are met; oversee and execute real-time escalation plans.
Develops special forecasts for assigned operational areas to assist in maximizing staffing plans for ongoing planning.
Ensures maximum utilization of existing technologies to support efficient traffic distribution and use of staff.
Analyze drivers / variances of significant forecast and service level misses to continuously improve forecasting predictions.
Agent Schedules, Reports and Training
Ensures daily and future work schedules are communicated to staff.
Provides historical adherence reports to management via WF Tool
Updates and distributes daily reporting metrics.
Maintains contact with vendors to ensure work is being performed to assigned lock numbers and schedules are in place to support the forecast.
Maintains contact with business unit management and supervisors to build a relationship based on credibility.
Proactively communicate & share known updates as to call volume, training requirements and adherence.
Performs other tasks and projects as assigned such as participating in wider customer service projects and initiatives
Analyst must have flexibility in working varied shifts. Shift may change at any time to support the needs of the call center.
1 year of Business Analyst work experience is required.
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