Workforce Analyst needs 2+ years of experience in an analytical role (e.g. business or sales analyst)
Workforce Analyst requires:
Previous workforce management or real time analysis experience in a call center.
2 days a week Wednesday and Thursday in office
Excellent planning and time management skills with the ability to deal with multiple demands on time
Ability to create contact forecasting models.
Ability to pivot priorities
Working on tight deadlines
SAP is a plus
Excellent planning and time management skills with the ability to deal with multiple demands on time
Workforce Analyst duties:
Builds, coordinates, and accurately maintains shift schedules ensuring that shifts are optimally planned to meet forecast and service level requirements.
Monitors staffing levels against plan and takes the relevant real-time or short-term corrective actions as required like overtime, cross skill support, voluntary time off, shift changes and more to improve service levels.
Maintain reports to be used in reporting on service level performance to senior leadership.
Ensure that phone operating system, is running efficiently on a daily
Escalate system issues to IT shared service team
Ensure that CRM system is running efficiently
Monitor daily and partner with IT to escalate any issues or enhancements