Workforce Analyst - WSP USA
Louisville, KY
About the Job
WSP is currently initiating a search for a Workforce Analyst for our Louisville, KY office . The Workforce Analyst is responsible for a variety of duties supporting the Contact Center – phone, email, and chat Agents.
The Workforce Analyst creates and manages staff work schedules for the Contact Center, creates reporting and analytics to determine what trends exist and then formulates plans to further the operational goals of the Service Center.
The Workforce Analyst works closely with the management team to maintain the proper staffing levels necessary to meet WSP’s service delivery goals. Job requires knowledge of MS Office, Windows, MS Excel, proficient-typing skills, and excellent phone and customer service skills. Six Sigma experience is helpful. The Workforce Analyst may be reassigned on a long-term or temporary basis to another location, other shifts, or other schedules, to balance manpower or meet the needs of the company.
Duties and Responsibilities:
+ Coordinate periodic review of call/email/chat/walk-up arrival patterns and metrics driving schedule performance (e.g. AHT, adherence, utilization, etc.) and making necessary recommendations to staffing and scheduling needs.
+ Forecasting: Collect, analyze and maintain statistical data to develop short/long-range staffing forecasts for Contact and Walk-Up Centers.
+ Analyze impacts of KPIs on overall performance; identify opportunities for improvement.
+ Create and analyze customer contact behavior (calls, email, chat) across the Service Centers.
+ Proactively interface with Management, Supervisors, Trainers, and QA on all pertinent business issues.
+ Problem Resolution: Provide root cause analysis regarding workload, traffic distribution and service level performance to identify areas of opportunity for improvement.
+ Provide training and reference tools to Supervisors and Managers on reports.
+ Prepare daily/weekly/monthly and adhoc reports and distribute to Management.
+ Develop strong working relationships within the organization to ensure efficient and effective problem solving and issue resolution.
SUPERVISORY RESPONSIBILITIES
None
PERFORMANCE CRITERIA
+ Forecasting and scheduling accuracy measured monthly & quarterly
+ Provide accurate reporting of KPIs weekly, monthly, & quarterly
+ Ensure coverage is always maintained
+ Assist teams to meet / exceed performance criteria
+ Due to the daily demands of this position, outstanding attendance is required
ESSENTIAL JOB FUNCTIONS
+ Must be able to work with minimal supervision
+ Must use keyboard and mouse
+ Must be proficient at reading and managing e-mail (respond as needed)
+ Must use and navigate Windows interface on monitor
+ Excellent written and oral communication skills
+ Comfortable working with collaboration applications such as Teams
+ Strong problem-solving skills
+ Must quickly learn user end of Automated Call Distribution phone system, Workforce Management system, and other appropriate applications.
+ Ability to adhere to attendance requirements
+ Strong analytical and mathematical skills to collect and interpret data to solve problems.
+ Ability to achieve and maintain departmental performance standards
+ Ability to make sound decisions quickly in a fluid work environment
+ Strong interpersonal skills and the ability to communicate with different levels of employees
+ Excellent knowledge of workforce management calculations, technologies and key performance indicators
Education and/or Work Experience Requirements:
+ Demonstrate strong analytical skills
+ Must possess knowledge of Service Center Key Performance Indicators (KPIs)
+ Must possess working knowledge of Excel
+ Twelve (12) months Service Center Experience
Workforce Management experience preferred; experience with Ring Central Ideal
About WSP
WSP USA is the U.S. operating company of WSP, one of the world's leading engineering and professional services firms. Dedicated to serving local communities, we are engineers, planners, technical experts, strategic advisors and construction management professionals. WSP USA designs lasting solutions in the buildings, transportation, energy, water and environment markets. With more than 15,000 employees in over 300 offices across the U.S., we partner with our clients to help communities prosper.
www.wsp.com
WSP provides a flexible and agile workplace model while meeting client needs. Employees are also afforded a comprehensive suite of benefits including medical, dental, vision, disability, life, and retirement savings focused on providing health and financial stability throughout the employee’s career.
At WSP, we want to give our employees the challenges they seek to grow their careers and knowledge base. Your daily contributions to your team will be essential in meeting client objectives, goals and challenges. Are you ready to get started?
WSP USA (and all of its U.S. companies) is an Equal Opportunity Employer Race/Age/Color/Religion/Sex/Sexual Orientation/Gender Identity/National Origin/Disability or Protected Veteran Status.
The selected candidate must be authorized to work in the United States.
NOTICE TO THIRD PARTY AGENCIES:
WSP does not accept unsolicited resumes from recruiters, employment agencies, or other staffing services. Unsolicited resumes include any resume or hiring document sent to WSP in the absence of a signed Service Agreement where WSP has expressly requested recruitment/staffing services specific to the position at hand. Any unsolicited resumes, including those submitted to hiring managers or other business leaders, will become the property of WSP and WSP will have the right to hire that candidate without reservation – no fee or other compensation will be owed or paid to the recruiter, employment agency, or other staffing service.
The Workforce Analyst creates and manages staff work schedules for the Contact Center, creates reporting and analytics to determine what trends exist and then formulates plans to further the operational goals of the Service Center.
The Workforce Analyst works closely with the management team to maintain the proper staffing levels necessary to meet WSP’s service delivery goals. Job requires knowledge of MS Office, Windows, MS Excel, proficient-typing skills, and excellent phone and customer service skills. Six Sigma experience is helpful. The Workforce Analyst may be reassigned on a long-term or temporary basis to another location, other shifts, or other schedules, to balance manpower or meet the needs of the company.
Duties and Responsibilities:
+ Coordinate periodic review of call/email/chat/walk-up arrival patterns and metrics driving schedule performance (e.g. AHT, adherence, utilization, etc.) and making necessary recommendations to staffing and scheduling needs.
+ Forecasting: Collect, analyze and maintain statistical data to develop short/long-range staffing forecasts for Contact and Walk-Up Centers.
+ Analyze impacts of KPIs on overall performance; identify opportunities for improvement.
+ Create and analyze customer contact behavior (calls, email, chat) across the Service Centers.
+ Proactively interface with Management, Supervisors, Trainers, and QA on all pertinent business issues.
+ Problem Resolution: Provide root cause analysis regarding workload, traffic distribution and service level performance to identify areas of opportunity for improvement.
+ Provide training and reference tools to Supervisors and Managers on reports.
+ Prepare daily/weekly/monthly and adhoc reports and distribute to Management.
+ Develop strong working relationships within the organization to ensure efficient and effective problem solving and issue resolution.
SUPERVISORY RESPONSIBILITIES
None
PERFORMANCE CRITERIA
+ Forecasting and scheduling accuracy measured monthly & quarterly
+ Provide accurate reporting of KPIs weekly, monthly, & quarterly
+ Ensure coverage is always maintained
+ Assist teams to meet / exceed performance criteria
+ Due to the daily demands of this position, outstanding attendance is required
ESSENTIAL JOB FUNCTIONS
+ Must be able to work with minimal supervision
+ Must use keyboard and mouse
+ Must be proficient at reading and managing e-mail (respond as needed)
+ Must use and navigate Windows interface on monitor
+ Excellent written and oral communication skills
+ Comfortable working with collaboration applications such as Teams
+ Strong problem-solving skills
+ Must quickly learn user end of Automated Call Distribution phone system, Workforce Management system, and other appropriate applications.
+ Ability to adhere to attendance requirements
+ Strong analytical and mathematical skills to collect and interpret data to solve problems.
+ Ability to achieve and maintain departmental performance standards
+ Ability to make sound decisions quickly in a fluid work environment
+ Strong interpersonal skills and the ability to communicate with different levels of employees
+ Excellent knowledge of workforce management calculations, technologies and key performance indicators
Education and/or Work Experience Requirements:
+ Demonstrate strong analytical skills
+ Must possess knowledge of Service Center Key Performance Indicators (KPIs)
+ Must possess working knowledge of Excel
+ Twelve (12) months Service Center Experience
Workforce Management experience preferred; experience with Ring Central Ideal
About WSP
WSP USA is the U.S. operating company of WSP, one of the world's leading engineering and professional services firms. Dedicated to serving local communities, we are engineers, planners, technical experts, strategic advisors and construction management professionals. WSP USA designs lasting solutions in the buildings, transportation, energy, water and environment markets. With more than 15,000 employees in over 300 offices across the U.S., we partner with our clients to help communities prosper.
www.wsp.com
WSP provides a flexible and agile workplace model while meeting client needs. Employees are also afforded a comprehensive suite of benefits including medical, dental, vision, disability, life, and retirement savings focused on providing health and financial stability throughout the employee’s career.
At WSP, we want to give our employees the challenges they seek to grow their careers and knowledge base. Your daily contributions to your team will be essential in meeting client objectives, goals and challenges. Are you ready to get started?
WSP USA (and all of its U.S. companies) is an Equal Opportunity Employer Race/Age/Color/Religion/Sex/Sexual Orientation/Gender Identity/National Origin/Disability or Protected Veteran Status.
The selected candidate must be authorized to work in the United States.
NOTICE TO THIRD PARTY AGENCIES:
WSP does not accept unsolicited resumes from recruiters, employment agencies, or other staffing services. Unsolicited resumes include any resume or hiring document sent to WSP in the absence of a signed Service Agreement where WSP has expressly requested recruitment/staffing services specific to the position at hand. Any unsolicited resumes, including those submitted to hiring managers or other business leaders, will become the property of WSP and WSP will have the right to hire that candidate without reservation – no fee or other compensation will be owed or paid to the recruiter, employment agency, or other staffing service.
Source : WSP USA
