Real Time Workforce Analyst

Real Time Workforce Analyst
Requisition #: USASOP-12110
Position Type: Full Time - Regular
Work Countries: United States
Work Cities: Virtual US
Job Description:
Real Time Workforce Analyst
Job Summary:
In a call center, responsible for forecasting the right number to agents at the right times in their seats to answer an accurately forecasted volume of incoming calls at the desired service level.
Job Specific Responsibilities:
- Forecasts daily, weekly, monthly and future required staffing levels by projecting call volumes, call duration, and required staffing levels using current trends and historical data (this accounts for 50% to 60% of total work time)
- Forecasting is prepared with both utilization of forecasting/scheduling software and with Excel spreadsheet programs developed and customized by the analyst
- Provides standardized reports for management review such as: daily/weekly/monthly call volume forecasting and staffing required, ACD data for call flow and staffing, daily/monthly attendance/absenteeism, etc.
- Manage the day-to-day business of handling call traffic utilizing intraday ACD reports and exception tracking forms
- Runs and analyzes reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals.
- Distributes call volumes between departments and utilizes cross-trained associates.
- Records the daily absentee information and reviews for staffing adjustments to make service level
- Administers the process of shift bids, shift swaps, and shift changes
- Coordinates the process of maintaining accurate headcount numbers by scheduling group. Provides reports to the necessary stakeholders.
- Ensure that all reports originating from the department are accurate and reliable.
- Helps with the integration and implementation of new call center technologies.
- Prepares and analyzes monthly reports.
- Assists during new account sales process by producing staffing projections, assisting with call center education and tours.
Essential Job Functions:
- Must be able to come to work promptly and regularly
- Must be able to take direction and work well with others
- Must be able to work under the stress of and meet deadlines
- Must be able to concentrate and perform accurately while meeting applicable productivity measures
- Must be able to change productively and to handle other tasks as assigned
- Work independently in the absence of supervision
- Assumes and performs other duties and responsibilities not specifically outlined herein, as requested.
Transferable Skills:
- Knowledge of call center management and all related calculations
- Knowledge of various forecasting / scheduling software.
- Strong analytical skills
- Strong interpersonal skills
- Ability to communicate call center data/forecasts to all levels of employees in an understandable fashion
- Effective organizational and time management skills
- High ability to prioritize
- Ability to manage multiple tasks simultaneously.
- Ability to work independently with minimal supervision.
- Ability to work under pressure and complete assignments on time
- Capability of problem solving
- Some college desired with mathematical or statistical course work
- Minimum of two (2) years of experience in a call center workforce department
- Proficiency in Microsoft Excel and Access
- Strong knowledge in Automatic Call Distribution (ACD) technology and experience with forecasting / scheduling software
- Experience utilizing a major ACD system
Field of Interest Category: Travel Operations
Percent of Travel: 1-25%
Relocation: No
Languages Required: English d3c5023d60c14848b03796653c675f87

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