Workforce Operations Analyst

Location: Warrendale
Posted on: April 25, 2024

Job Description:

The Workforce Operations Analyst is responsible for staff scheduling and reporting within the various departments of the call center. This position will require flexible hours that may include evenings and/or Weekends. The selected candidate will be expected to report/analyze call center data and adjust schedules in an accurate and timely fashion.

PRIMARY DUTIES AND RESPONSIBILITIES:

Monitor real-time adherence and flow of daily operations.

Identify real time opportunities for training time, queue follow ups, and misc. department objectives.

Add, adjust or remove schedule changes/events within the scheduling system.

Assist with daily/weekly/monthly reporting of agent performance, productivity and phone statistics.

Identify, suggest and implement scheduling adjustments that support the department in meeting overall service goals on a daily, weekly and monthly basis.

Assist with call volume forecasts to develop work schedules in a multi-skill environment.

Compile and analyze call center data

Communicate pertinent data to all levels of management and co-workers regarding the operational status of the call center.

QUALIFICATIONS:

Advanced PC skills and proven ability with Microsoft Excel, Word, and Access.

Ability to utilize mathematical/statistical principles to forecast and analyze call center data

Avaya call center management software experience.

Background with Impact 360 or other Workforce software.

Working knowledge and understanding of call center operations, terminology, definitions, call center calculations, and common practices.

Strong communication skills with the ability to convey need, urgency and resolution.

Ability to be objective, maintain confidentiality and partner across GPS departments to meet and exceed our department objectives.

Willingness to learn.

Minimum 2 years of Workforce Operations or relevant experience.

EDUCATION REQUIREMENTS: BS in a Business, Mathematics, Information Technology or equivalent work experience.

We are an equal employment opportunity employer and will consider all qualified candidates without regard to disability or protected veteran status.

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