Call Center Workforce Analyst

Job Seekers can review the Job Applicant Privacy Policy by clicking here.

Job Description:

Summary
The Call Center Workforce Analyst assists in developing and delivering accurate and cost-efficient contact volume forecasts, and agent workforce schedules for our call center activities, both real-time and planned. These activities will require the incumbent to understand the business trends and patterns that effect agent performance and service level attainment.

Essential Functions

• Interpret, research and evaluate call trends

• Develop long and short term forecasts to meet optimal service objectives

• Assist manager in providing staffing recommendations based on analysis

• Review data to compare actual results vs. forecasts

• Work with manager team to review and assist with resolving efficiency and productivity gaps

• Collaborate with our Call Center management or other internal management to identify workload drivers

• Create schedules for call center agents

Additional Responsibilities

• Generate and adjust long-term, short-term, and active forecasts to achieve center goals.

• Review previous day’s results and adjusting histories for special days and call distributions.

• Review historical data and work with management to develop staffing plan.

• Use workforce management software, call volume history, and overflow data to determine staffing levels and optimal staffing to handle workload requirements.

• Optimize scheduled breaks and lunches as resource requirements change, determine need for overtime and approve or deny as required.

• Monitor schedule adherence, update real-time schedules, and report agent statuses.

• Communicate and report KPIs to management and provide real time status updates to Supervisors.

• Provide average speed of answer and abandon rate explanations for any day where KPIs are missed.

• Time off requests, offline time, and schedule bids.

• Review and respond to schedule inquiries from management and agents

• Track and report absenteeism, schedule deviation and forecast adjustments percentages as they relate to schedule overhead.

• Provide workforce and performance reports to management.

• Create any ad hoc reporting as needed to present to Mgmt. or Client.

• Communicate and track workforce management issues to management, as required.

• Special departmental assignments and/or projects as assigned.

• Creation and maintenance of reports as required for performance and financial reporting.

• Performs other duties as assigned.

Skills and Abilities

• Ability to analyze and interpret data in order to create short-term and long-term forecasts

• Ability to analyze and solve problems

• Communicate and present results to department and company leadership team

• Interact with call center agents on a daily basis

• Flexibility to change priorities but meet deadlines

• Strong oral and written communications skills

• Ability to create and maintain professional relationships within all levels of the organization (peers, work groups, customers, supervisors)

• Ability to work independently and as a member of a team

• Flexibility to operate and self-driven to excel in a fast-paced environment

• Capable of multi-tasking, highly organized, with excellent time management skills

• Detail oriented with excellent follow-up practices

Qualifications

• Bachelor's degree required Bachelor's Degree or equivalent

• Three (3) years or more 3-5 years of Workforce Management experience required in a medium to high call volume call center. required

• Extensive ACD report experience along with experience using Excel, Word, and PowerPoint. required

DOT Regulated
No

#LI-JJ

#INDexempt

#FB

Job Category

Customer Service

Compensation Information:

The compensation offered to a candidate may be influenced by a variety of factors, including the candidate’s relevant experience; education, including relevant degrees or certifications; work location; market data/ranges; internal equity; internal salary ranges; etc. The position may also be eligible to receive an annual