This position will be responsible for the analysis and forecasting of inbound and outbound call volumes, workload and capacity. Strong analytical skills and the ability to work independently are essential for this function. The analyst makes decisions based upon the data collected, and reports the impact of such decisions. Needs to be proactive in determining long and short term staffing needs and the allocation of those resources to achieve business service levels.
Major Tasks, Responsibilities & Key Accountabilities:
30%-Creates, updates and maintains databases to ensure inventory and ordering levels. This is accomplished by analyzing past trends, forecasting future volumes, and creating a plan to allocate resources to maintain business service levels.
20%-Analyze and determine best time to conduct off-line activities while maintaining service/productions levels. 10%-Attends staff planning meetings, facilitates daily meetings to discuss results for previous day and plans for current and future days. Documents and recommends improvements of workforce management processes.
10%-Designs schedules for the shift bidding or mini bid process, ensuring the schedules match the arrival of calls or non phone work queues. Update associate preferences in Blue Pumpkin to ensure schedules are generated. 20%-Generate and release associate schedules and participates in the creation and implementation of new scheduling strategies. Provides detailed analysis and recommendations for staffing levels during special events, such as holidays
10%-Develops skilling strategies to meet the call arrival patterns and creates minimal variance in associate occupancy (workload) rates
Nature and Scope: This position reports to Workforce Manager This position has no direct reports
Environmental Job Requirements: Environment: Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Travel: Typically requires overnight travel less than 10% of the time.
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Additional Environmental Job Requirements:
Standard Minimum Qualifications:
Must be eighteen years of age or older.
Must pass the Drug Test.
Must pass Background Check.
Must pass pre-employment test if applicable.
Additional Minimum Qualifications: Education Required: The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.
Work Experience Required: 2
Certifications & Licenses: Physical Requirements: Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.
Additional Qualifications: 1 yr. Previous Workforce experience
Preferred Qualifications: CMS Verint IMPACT 360 / Blue Pumpkin Forecasting and scheduling in a large call center, and across multiple centers – both software aided and manual
Knowledge, Skills, Abilities and Competencies:
Call Center Experience Previous workforce management experience Strong Excel Skills Ability to analyze data and make staffing level decisions. Ability to work with little direction Strong attention to detail
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.