Job Description Position Summary The Workforce Analyst supports the Customer Service leadership team in providing insight and analysis of 3rd party agency call handling effectiveness. This is accomplished by identifying call handling trends and opportunities through numerous measurements, recommending solutions to narrow or close performance gaps, and, in many cases, take immediate action. The Workforce Analyst will also need to review and process reports for roster management, access rights and participate on process improvement initiatives. The Workforce Analyst will also support the department by acting as a point of contact to the IT department and 3rd party agencies whenever an outage in tools, network or other services is reported. Through various initiatives, tasks and deliverables, the Workforce Analyst executes their job requirements to help the Customer Service Team and its partners achieve department goals. Summary of Essential Job Functions Assist with managing to department goals. These goals include Global ASA, Staffing Compliance and Forced Disconnects Regularly complete, review and obtain approval for work orders, vendor access forms and roster changes Effectively document ad-hoc changes to volume allocation that meet the standards set by Command Center process compliance including but not limited to Impact Logs, CMS reporting, DR / BCP, Forecast Allocation, and CS VTO Participate in projects or process improvement initiatives that achieve and support the companyu2019s strategic initiatives Attend staffing and business review meetings as required. Act as a point of contact for the customer service team on IT / network team conference calls as required Monitor all customer service agency communication from the Command Center in regards to accuracy and timeliness Must exemplify professional and ethical behavioru00a0 Excellent decision making skills when presented with a difficult situation. Miscellaneous tasks as assigned Job Requirements Position Requirements 1 year of experience in workforce management (e.g. RTA, Scheduler) for an inbound call center operation is required Knowledge and experience with driving call center metrics such as ASA, SL% and ABN% through real-time workforce management Experience with the CMS interface is preferred Demonstrated verbal and written communication skills Demonstrated organizational skills Must have PC skills and the ability to utilize software such as, Microsoft Word, Windows, Excel, etc. Physical Requirements The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit. However, the employee may choose to stand and move within cubicle area. The employee is frequently required to use arms to reach and hands to finger, handle, and feel. Must possess the ability to effectively hear and communicate verbally. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, peripheral vision, depth perception and ability to adjust focus. Based on the Fair Labor Standards Act (FLSA), management has analyzed this position and determined it to be non-exempt.