Senior Workforce Analyst - Eco-Life Employment Group

The Senior Workforce Analyst is responsible for understanding customer service staffing and the factors that impact call volume and other customer touchpoints. The primary responsibilities include, developing and overseeing schedules, supporting workforce analyst activities, reporting, and planning solutions to provide valuable insights to management for achieving established KPIs and re-evaluating, if needed. Maintains staff performance by monitoring call volume, adjusting and reallocating staff resources when necessary, and real 

time productivity management. Creates and assesses the reporting of statistical data, analyzing trends, and tracking of real-time operational performance of agents within Customer Service.  Completes routine forecasting of workforce needs, prepares scheduling based on the forecasts, and collaborates with other departments. Works under minimal supervision with considerable latitude for the use of initiative and independent judgment.  

Tracks daily workloads and reconciles to staffing schedules to ensure Customer Service is staffed appropriately. Monitors real-time call queues and real-time staff performance and makes recommendations for adjustments to staffing levels to optimize performance. Alerts management so that adjustments can be made to ensure service level standards are obtained.  

Communicates with Management, Supervisors, and Trainers on all pertinent business issues, sharing responsibility for meeting service level standards and response time objectives across all contact channels. Forecasts and produces staff shift schedules taking into consideration offline activities such as coaching, training, administrative activities, and process changes that could negatively impact scheduling needs.  

Assists with training and development of Workforce Management staff to include utilizing workforce management techniques.  

Collects, analyzes, and maintains statistical data in order to develop short/long range scheduling forecast for entire Customer Service section. Reviews and summarizes agent productivity and adherence data for the creation of the monthly reports.  

Develops innovative schedules based on inbound volume and staff production trends in preparation for the staff schedule bid process. Tracks schedule bid rankings and distributes results to management. 

Assists Workforce Management Analyst in planning workload, workflow, work objectives and time utilization of workforce.

 

Knowledge, Skills and Abilities  

 Ability to research, analyze, and evaluate data and information to formulate conclusions and customizable reports and communicate guidance verbally or in writing.  

 Ability to collaborate with management staff on projects and procedures.  

 Ability to comprehend Automated Call Distribution System, key performance metrics and reports.  

 Ability to meet deadlines and communicate the status of assignments.  

 Ability to work independently as well as in a team environment and be open to change.  

 Ability to multi-task and maintain effective time management skills.  

 Strong analytical and organizational skills.  

 Strong reporting and spreadsheet application skills.  

 Proven ability to lead by example with motivation and encouragement.  

 Excellent communication (written and verbal), listening, and interpersonal skills.   Comprehensive knowledge of the existing automated business applications and their relationships to each other and interfaces to outside systems.  

 Working knowledge of personal computers and related software: Microsoft Office including word processing, spreadsheets, and databases.  

Physical Demands  

This position requires a substantial amount of walking, some standing, sitting in an office environment, and light lifting such as three or four reams of paper or books (up to 20 pounds or an equivalent weight) may be required.  

Required Education / Experience  

Graduate of a two-year accredited college or university with a degree in Computer Science or Technology, or similar related fields; professional experience may substitute for education on a year-for-year basis.  

Minimum three (3) years of experience in call center workforce operations, customer service/relations reporting, or analytical reporting position of similar environment.  

Preference:  

Basic team leader or supervisory experience is a plus. 

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