Workforce Analyst','54575','!*!The Workforce Analyst is responsible for proactively monitoring, managing, and communicating intraday contact center performance in support of contractual obligations and organizational goals for multiple clients, campaigns, products and sites. Also includes generation of agent work schedules and mid-range scheduling/planning tasks. Reports to Workforce Management Supervisor(s).
Monitors and responds to Real Time Adherence (RTA), queue activity, and service levels
Analyzes intraday and historical performance to respond/plan appropriately in order to achieve operational service goals
Identify call volume trends and averages on an intraday, weekly, monthly, etc. basis
Establish and maintain communications channels regarding events that impact contact center performance and workload
Communicate necessary adjustments to staffing based on changing/dynamic forecasts
Generate agent work schedules on a regular basis; maximize schedule efficiency and provide a variety of creative schedule options
Collaborate with internal customers- other teams, departments, and contact center staff to identify opportunities for improvement of resource utilization and to achieve service goals
Maintain a high quality of work- Accurately process intraday schedule exceptions, time off requests, and call-ins within established turnaround times
Assists Supervisor and WFM staff in a broad range of assignments and projects
Special Skills required:
Strong analytical, communication and organizational skills.
Knowledgeable of Microsoft Office applications, particularly Excel.
Demonstrates reliability and strong customer service skills per attendance record and call quality average
Works well with frequent interruptions, deadlines, creative thinking, handling multiple projects simultaneously, and making decisions based on incomplete information.
Maintains positive interactions with internal management and staff.
Works well with minimal supervision and with some latitude for self-directed action.
Professional verbal and written communication skills
High School Diploma or GED
Minimum 2 years' experience in a contact center
Entry level skills in MS Office (Excel, Word, Outlook)
Minimum 1-year experience in a WFM or WFM related role','Business Analytics/Intelligence','SD-Rapid City','','Full-time','Office','Office','','No','Workforce Analyst