Workforce Management Analyst
- El Paso, TX
- Contract
- Full-time
As the Call Center Real Time Analyst, you will be responsible for providing an excellent customer and employee experience by effectively delivering real-time (intra-day) management of operational resources with the purpose of optimizing the delivery of business objectives. Additionally, this role will require analytical thinking and ability to leverage data and metrics, supporting leadership in analysis and providing strategic business recommendations.Call Center RWorkforce Management Analyst Responsibilities:
- Proactively monitor associate calling behaviors, efficiency, and availability and report deficiencies to Sr. Workforce Management Business Analyst and Operations team in real-time
- Monitoring and maintaining agent adherence using available systems
- Tracking absenteeism as reported through call in procedures
- Make recommendations and help set priorities when planning and scheduling off phone activities
- Participating in and contributing to performance improvement activities
- Complete daily internal reports
- Process schedule event activities and adherence exceptions
- Provide analyses to identify, suggest and implement scheduling adjustments that support the department in meeting overall service goals daily to ensure the department remains optimal
- May create and manage schedules to address demand to achieve stated service level goals
- Based on independent data analysis, provides recommendations on ways to meet SLA’s and minimize cost through recommendations to Sr. Workforce Management Business Analyst on overtime needs or shortening shifts when appropriate
- Contact agents and/or management when real time metrics identify customer service gap and recommend immediate corrective action be taken to improve service level
- Identifies opportunities for improvement
- Ensure data integrity within WFM system
- Other related duties as assigned
- High school diploma or GED.
- Minimum of 6 months of experience in performing WFM functions (specifically real-time management) in a multi-department/site contact center environment required.
- Complete understanding of overall operational activities
- Must have a good working knowledge of Excel and other Windows based programs (Word, PowerPoint, etc.), and can organize/analyze data in a structured manner.
- Capacity Planning experience is preferred.
- Experience with WFM software (IEX, Verint, WFM, etc.) that includes real-time adherence preferred.
- Customer Focus: must demonstrate competency in dealing with all levels of employees/ management and building strong relationships with teams and all organizational customers.
- Functional/Technical Skills: must possess strong quantitative, analytical, and technical aptitude skills.
- Drive for Results: must possess the ability to work under pressure, meet deadlines and be accountable for performance.
- Time Management: must be able to multi-task, be detail oriented and demonstrate strong organizational skills.
- Interpersonal Communication: must demonstrate excellent interpersonal skills with all levels of organizational customers and team members.
- Written Communication: must possess the ability to convey thoughts and concepts effectively, accurately, and concisely, and provide information to all organization customers. The ability to reduce informational complexity to clear, succinct, and concise steps
- Problem Solving: must demonstrate the proactive ability to find and define problems, understand business impact, identify solutions, and provide recommendations for corrective action.
- Decision Quality: must possess the ability to work independently, establish priorities and demonstrate good judgment skills.
- Must be willing and able to take the initiative for learning, increasing knowledge and improving skills in a self-directed manner to improve performance and position added value.
- Knowledge, understanding, and experience working with customer support productivity metrics (Average Handle Time, Shrinkage, Staffing Adherence, etc.)
- Knowledge, understanding, and experience working with contact center metrics (Shrinkage, Adherence, Occupancy, etc.)
- Ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail.
This is a full-time position. Shift/Schedule: 8 hour shifts between 6:00 AM and 6:30 PM Monday to Friday
Employee must be available during the “core” work hours.Physical Demands:
- Sitting for extended periods of time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.
- Crouching: Bending the body downward and forward by bending leg and spine
- Standing: Remaining upright on the feet, particularly for sustained periods of time
- Typing: typing or otherwise working, primarily with fingers rather than with whole hand or arm as in handling
- Talking: Expressing or exchanging ideas by means of the spoken word; those activities where detailed or important spoken instructions must be conveyed to other workers accurately, loudly, or quickly
- Hearing: Perceiving the nature of sounds at normal speaking levels with or without correction and having the ability to receive detailed information through oral communication and making fine discriminations in sound
- Repetitive motions: Making substantial movements (motions) of the wrists, hands, and/or fingers.
Integrated Human Capital is an equal opportunity employer committed to fostering diversity and providing employment opportunities to all qualified individuals without regard to race, color, religion, sex, national origin, age, disability, or any other protected status. We actively promote affirmative action by encouraging minorities, women, individuals with disabilities, and veterans to apply for positions for which they are qualified. Additionally, Integrated Human Capital participates in the E-Verify program to verify the identity and employment eligibility of all newly hired employees, ensuring compliance with immigration laws. Candidates are required to present documents confirming their identity and eligibility to work in the United States during the employment verification process.#OVEANA