Workforce Optimization Analyst

JOB SUMMARY

Workforce analysts interpret, analyze, read, and make recommendations that improve a workforce with an eye on reducing overhead and increasing customer satisfaction and experience. They serve as a primary point of contact for workforce management policies and are subject matter experts on workforce optimization steps. They ensure service-level targets are being met and maintain the proper headcount while calculating call capacity.

• Lead morning call performance review and upcoming outlook to maximize customer service responsiveness, preparation, and communications.
• Own the scheduling functionality of the ‘Workforce Management’ system including all inputs and outputs to support operations.
• Design, build and maintain, dashboards and/or spreadsheets tracking key service statistics.
• Oversee real time response to events and incidents such as technical outages, application failures, unanticipated facilities closures (safety related) and escalates to appropriate internal and external teams when needed.
• Analyze and interpret staffing model results by isolating and analyze trends and assess business impacts.  Meet with management to review staffing models and to make improvements on future forecasts.
• Partner with Support leadership to oversee queue management including but not limited to case assignment, routing and providing resource accountability gaps to leadership.

KNOWLEDGE & REQUIREMENTS

• Work style that assigns a sense of urgency, with emphasis on the importance of timeliness, accuracy and accountability
• Maintain a level of persistence and follow-up to ensure that no details are missed
• Strategic thinking skills and the ability to utilize data as a guiding force in decision making
• Excellent organizational skills; must be able to multitask and work with competing priorities.
• Strong written and verbal communications skills
• Demonstrate understanding of applicable business strategies, goals, and processes as they relate to workforce management that drives customer success.
• Proficient in Microsoft office suite
• Ability to align organizational needs with business application and workforce capabilities
• Proficient in Salesforce and other workforce applications preferred.

EDUCATION & EXPERIENCE REQUIREMENTS

• Minimum years of work experience:   5 years with 3 of those years in call center support
• Minimum level of education or education/experience:   Bachelors or equivalent work experience in call center support

Preferred, but not required:

• Experience with Salesforce
• Advanced Excel Skills
• Experience in call center workforce management

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.

• Frequent sitting in stationary position at a desk
• Occasional standing, walking, stooping, kneeling, squatting, and climbing stairs
• Occasional twisting of body
• Occasional reaching by extending hands and arms in any direction
• Occasional lifting, pulling, or pushing

What’s In It For You?

• Medical, Dental and Vision Plans
• Voluntary Benefits
• HSA & FSA
• Fertility & Family Planning Benefits
• Paid Parental Leave
• Adoption Assistance Program
• Employee Resource Groups
• Flex PTO for Exempt Associates & up to 15 PTO days in first year of employment for non-exempt associates
• 11 Paid Holidays
• Corporate Wellness Program
• 401k Employer Match & Roth Option Available – immediate eligibility

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