Senior Workforce Analyst

Atlanta, Georgia
Not Specified
Sep 29, 2016
Nov 28, 2016
Job Type
Not Specified
Career Level
Not Specified
The Senior Workforce Analyst is responsible for proactively monitoring, managing and reporting intraday call center performance across Connected Living in order to achieve contractual obligations and organizational goals for multiple clients, campaigns, products and sites. May provide work direction to site Workforce teams in various locations. Reports to Workforce Planning Supervisor. Specific Job Duties
  • Analyzes intraday and historical performance to respond/plan appropriately
  • Monitors intraday performance through use of Workforce Management tools and takes necessary steps, including proactively addressing staffing overs and unders to ensure Service Level objectives and other operational goals are met
  • Maintains a high level of commitment to the quality and accuracy of the work
  • Reforecasts the day as needed and prepares reports with in established turnaround times
  • Proactively engages other members of Contact Center Support and /or Operations to achieve SLA objectives
  • Communicates intraday performance to senior leadership and operations and workforce management teams throughout the day, being proactive in consideration of audience needs
  • Coordinates scheduling of training, meetings and other off-phone exceptions in universal call center and multi-site environment
  • Maintains Workforce Management systems and necessary files
  • Provides support to site Workforce teams which may include work direction
  • Identifies opportunity areas and makes recommendations for improvement. Creates and/or maintains procedures and manuals as required
  • Assists Manager and Workforce Planning team members in a broad range of assignments
  • Maintains professionalism and effectively interacts with all contacts, both internal and external
Position also available to be based in Albany, Oregon Basic Qualifications:
  • High School Diploma or GED equivalent
  • 1 year of experience in a workforce management role
  • Ability to work varying schedules, including remotely where applicable
Other Qualifications:
  • Strong analytical skills
  • Experience with Microsoft based programs and computer products
  • Excellent Customer Service skills
  • Excellent verbal and written communication skills
  • Ability to multitask
  • Excellent organizational skills
  • Effective use of time management
Preferred Qualifications:
  • 2 or more years of experience in a multi-site, multi-skill contact center environment
  • Experience with workforce management applications (eWFM, RTA and Exony)