Primary Purpose:

This position is part of the Workforce Planning Team within the Client Services Department, and is responsible for real time managing and directing of all Contact Center traffic utilizing the Workforce Management Suite (system) application. Primary responsibilities also include making effective decisions to effectively handle these volumes such as approved time off, shift changes and contact center activities that affect staffing and the departments ability to meet established Service Level objectives. This position requires strong analytical skills and the desire to embrace and initiate continuous improvement in the center. This role also requires an effective communicator who can work with employees and leadership at all levels of the organization to assist in meeting business unit goals, client goals, and corporate objectives.

Essential Duties and Responsibilities:

Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

• Assist and direct the day to day contact center traffic, assuring that service level objectives are consistently met. This assistance will occur real-time and historical, as well as proactively planning for future requirements
• Help analyze trends including contact volumes, contact patterns, staff productivity, staff capacity and resource allocation, and uses the analysis results to make real time decisions regarding contact center staffing.
• Assure staffing levels meet monthly, weekly, daily and intraday forecasts and assure alliance with routing applications Contact Center 7
• Produce daily Attendance reports including approved and unscheduled time off obtained from the attendance line, and make timely updates to the WFM application to assure proper trending
• Provide ongoing internal communications with call center staff and leadership on staffing requirements on a real time, and historical basis, including ability to schedule meetings, training, coaching, etc.
• Assist with leading daily Playbook meetings with Client Services Management Team, to ensure everyone is proactively prepared for the expected events of the day
• Handle exceptions and administration of workforce management features such as Shift Bids, Flexible Schedules, and Time Off approval (paid and unpaid), making recommendations on PTO allowances and assuring a positive end user experience
• Provide real time and historical contact center data to management team, including call volumes, staffing, historical call trends and key performance indicators such as AHT, Shrinkage, Adherence, Conformance, Service Level etc. Expectations are that the Workforce Planning Analyst will become a central repository of call center data
• Develop recommendations on ways to improve results, based on data and facts
• Other duties and special projects as assigned

Minimum Skills and Competencies:

The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• High school diploma or general education degree (GED)
• 1-5 years Customer Service experience
• Strong Analytical skills and ability to make sound real time decisions based on that analysis
• Must possess effective verbal and written communication skills
• Strong attention to detail
• Strategic thinking and planning skills
• High degree of initiative, mature judgment, and discretion
• Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint)

Desired Skills:

• Bachelor Degree
• Prior experience in the insurance industry
• Contact Center experience
• Prior experience in a supervisory role
• Experience with WFM applications and working with call routing strategies