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Call Center Analyst - Workforce Management

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Description

 

Position Requirements:

  • Provide real-time monitoring via workforce management tools (Calabrio, ICBM, etc.) and workforce management techniques to make intra-day adjustments. All efforts focused on maximizing resource efficiency and achieving service-level goals / business objectives.
  • Perform continuous analysis of current performance, noting recent historical trends.
  • Conduct real-time analysis to calibrate all forecast models as necessary, and coordinate with Operations teams to achieve service level goals / business objectives for a multi-site operation.
  • Maintain constant, consistent communication with Operations team(s) to coordinate needed staffing adjustments based on real-time result discrepant to forecast results.
  • Produces call volume forecasts on a daily, weekly, monthly, and annual basis for multi-site operations.
  • Generates and evaluates staffing schedules, and ensures proper, timely data updates into scheduling system. Generates short and long-term staffing models, and provides recommendations based on analysis.
  • Compares results to forecast and identify opportunities for improvement based on historical or real-time trends.
  • Monthly, weekly, daily, and half-hourly forecasting of inbound/outbound call volumes and staffing requirements based on historical call trends and business growth objectives.
  • Oversee and maintain the workforce management tools (Calabrio, ICBM, etc.) utilized for forecasting and scheduling.
  • Appropriately forecast and account for growth due to seasonal variations, portfolio growth, and special events. Ensure that impacts to the business are captured and analyzed, and all recommendations on staffing delivered in a timely manner.
  • Formulate recommendations based upon analysis, data, and input from users and departmental management.
  • Partner with other teams to understand the key drivers of volume and incorporate volume drivers into forecasting and planning efforts.
  • Leads in the effort of building staffing strategies that support multi-site, multi-skilled contact centers.
  • Identifies and researches service level risks for problem resolution and management notification.
  • Maintains an accurate event log detailing the reason for variance to forecast for all operational metrics.
  • Coordination with vendor workforce management to balance call volumes and staffing needs.
  • Data analysis, trending, and preparation of hourly, daily, and monthly call center performance reports.
  • Identifies and recommends process improvement opportunities to improve productivity, efficiency, and customer satisfaction.
  • Other related duties as assigned.

Job Requirements

    • Bachelor’s degree (B.A.) from a four-year College or University; or three to five years related experience and/or training; or equivalent combination of education and experience
    • Three to five years of workforce management experience in call center setting
    • Experience with large-scale inbound contact center forecasting
    • Genesys/Interactive Intelligence and Workforce Management System experience preferred

Qualifications:

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

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