Workforce Management Analyst I

Job Description

REQUIREMENTS

Education Level: Bachelor’s Degree OR in lieu of a Bachelor’s degree, an additional 4 years of relevant work experience is required in addition to the required work experience.

Experience: 1 year in a Scheduling, Forecasting, or Traffic environment.

Knowledge, Skills and Abilities (KSAs)

• Excellent communcation skills both written and verbal.
• Ability to recognize, analyze, and solve a variety of problems.
• Ability to analyze, organize, and prioritize work while meeting multiple deadlines.
• Proficient in Microsoft Office applications.

RESPONSIBILITES

• Analyzes intraday and historical performance to respond/plan appropriately in order to achieve operational service goals.
• Identifies call volume trends and averages on an intraday, weekly, monthly, etc. basis.
• Monitors and responds to queue activity and service levels.
• Establishes and maintains communications channels regarding events that impact customer experience center performance and workload.
• Communicates necessary adjustments to staffing based on changing/dynamic forecasts.
• Collaborates with internal customers (other teams, departments, and customer experience center staff) to identify opportunities for improvement to achieve service goals.

Are you interested in this position?

Apply by clicking on the “Apply Now” button below!

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