The Workforce Operations Analyst II will be responsible for managing the intraday workforce process to optimize service level performance and resource utilization. The analyst will seek and identify opportunities for offering real time insight, reporting and management of resources to best meet required SLAs, while also maintaining relationships with Service Center, BPSS, Client Operations Teams and Client Admin Teams.
ESSENTIAL DUTIES AND RESPONSIBILITIES
· Coordinate appropriate staffing allocation and availability of Service Center staff in order to achieve service level objectives
· Monitor teams to ensure optimal staffing levels and partner with the Team Manager to ensure adequate staffing is maintained
· Adjust intraday forecasts derived from understood business drivers to determine required staffing levels by projecting call volumes, call duration, and required staffing levels using current trends and historical data
· Administer volume contingency action plans as deemed necessary and appropriate
· Run and analyze reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals
· Facilitate real-time discussions with necessary stakeholders
· Complete root-cause analysis to determine and quantify reasons for forecast variance and recommend changes to enhance forecast accuracy and effectiveness
· Process daily exceptions requests, update schedules and respond to escalated issues and ad-hoc requests
· Create and maintain CSR schedules and client forecasts
· Ensure that all reports originating from the department are accurate and reliable
· Assist with the integration and implementation of new Service Center technologies
· Perform other job-related duties as assigned
NONESSENTIAL DUTIES AND RESPONSIBILITIES
· Workforce Operations Analyst II may be required to step in to assist with troubleshooting CSR technical issues when the need arises.
REQUIRED SKILLS AND ABILITIES
· Must demonstrate a strong customer service focus with previous inbound call center experience preferred
· Must be available to work an 8 hour shift anytime between 7:00am - 10:00pm CST, Monday through Friday
· Self-starter with excellent organizational and time management skills
· Effective verbal and written communication skills
· Strong attention to detail and accuracy
· Excellent attendance and punctuality are essential
· Ability to be flexible and work under pressure to meet strict deadlines in a team environment
· Strong interpersonal skills suitable for interacting with various departments, co-workers, customers, and vendors
· Excellent problem solving and analytical skills; proven ability to research, follow up and resolve complex issues
· Ability to manage and carry out multiple assigned projects to their completion;; ability to maintain confidential and sensitive information; ability to understand and follow instructions
· Technical skills including WFM software; strong proficiency with MS Excel and other call delivery technology
· Understanding of scheduling, forecasting and staffing models and methodologies
KNOWLEDGE, EXPERIENCE AND/OR EDUCATION
· Associate’s degree or higher education preferred but not required
o In lieu of Associate’s degree, equivalent years of experience in business analytics, management information systems, human resources management, benefits administration or a related field
o Any equivalent combination of education, experience, and training that provides the required knowledge, skills, and abilities will be considered
· 2-5 years’ experience preferred; in a call center setting preferred
· 2-4 years’ Workforce Management experience required
JOB DESCRIPTION: Workforce Operations Analyst II
CLASSIFICATION: Exempt
JOB SUMMARY
The Workforce Operations Analyst II will be responsible for managing the intraday workforce process to
optimize service level performance and resource utilization. The analyst will seek and identify opportunities for
offering real time insight, reporting and management of resources to best meet required SLAs, while also
maintaining relationships with Service Center, BPSS, Client Operations Teams and Client Admin Teams.
ESSENTIAL DUTIES AND RESPONSIBILITIES
•
•
•
Coordinate appropriate staffing allocation and availability of Service Center staff in order to achieve service
level objectives
Monitor teams to ensure optimal staffing levels and partner with the Team Manager to ensure adequate
staffing is maintained
Adjust intraday forecasts derived from understood business drivers to determine required staffing levels by
projecting call volumes, call duration, and required staffing levels using current trends and historical data
Administer volume contingency action plans as deemed necessary and appropriate
Run and analyze reports with the result of making recommendations for adjusting staffing levels to meet
departmental productivity and profitability goals
•
•
•
•
Facilitate real-time discussions with necessary stakeholders
Complete root-cause analysis to determine and quantify reasons for forecast variance and recommend
changes to enhance forecast accuracy and effectiveness
•
•
•
•
•
Process daily exceptions requests, update schedules and respond to escalated issues and ad-hoc requests
Create and maintain CSR schedules and client forecasts
Ensure that all reports originating from the department are accurate and reliable
Assist with the integration and implementation of new Service Center technologies
Perform other job-related duties as assigned
NONESSENTIAL DUTIES AND RESPONSIBILITIES
•
Workforce Operations Analyst II may be required to step in to assist with troubleshooting CSR technical
issues when the need arises.
REQUIRED SKILLS AND ABILITIES
•
Must demonstrate a strong customer service focus with previous inbound call center experience
preferred
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•
Must be available to work an 8 hour shift anytime between 7:00am - 10:00pm CST, Monday through
Friday
•
•
•
•
•
•
Self-starter with excellent organizational and time management skills
Effective verbal and written communication skills
Strong attention to detail and accuracy
Excellent attendance and punctuality are essential
Ability to be flexible and work under pressure to meet strict deadlines in a team environment
Strong interpersonal skills suitable for interacting with various departments, co-workers, customers,
and vendors
•
•
•
•
Excellent problem solving and analytical skills; proven ability to research, follow up and resolve
complex issues
Ability to manage and carry out multiple assigned projects to their completion;; ability to maintain
confidential and sensitive information; ability to understand and follow instructions
Technical skills including WFM software; strong proficiency with MS Excel and other call delivery
technology
Understanding of scheduling, forecasting and staffing models and methodologies
KNOWLEDGE, EXPERIENCE AND/OR EDUCATION
•
Associate’s degree or higher education preferred but not required
o In lieu of Associate’s degree, equivalent years of experience in business analytics, management
information systems, human resources management, benefits administration or a related field
o
Any equivalent combination of education, experience, and training that provides the required
knowledge, skills, and abilities will be considered
•
•
2-5 years’ experience preferred; in a call center setting preferred
2-4 years’ Workforce Management experience required
Disclaimer: Managers have the right to assign or redesign the responsibilities of the above mentioned job description
without notice and at any time
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