Work Force Management Analyst 2
Work Force Management Analyst 2
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
Job Summary:
The Workforce Management Real-Time Analyst (WFM RTA) is responsible for effectively managing call volume routing representative statuses making real time staffing and routing adjustments to meet volume requirements adherence metrics that meets or exceeds key performance indicators for service level and first call resolution on each program.
Key Responsibilities:
Analyze call trends and volume to determine the volume spikes and adjust
schedules within workforce management tool.
Monitor intraday performance notifying managers as problems arise in
order to optimize service level.
Work with business units and adjust call center scheduling staffing to meet
both intraday and future needs.
Monitor staff adherence to work schedules and provide adherence
reports to business unit leadership.
Experience in Power BI
Provide daily volume and productivity reports.
Compare call forecasts with actual results to examine variances
proactively identify scheduling gaps and offering solutions to resolve the
gap.
Accurately forecasts work volume handle time and staff shrinkage by
work type and provides staffing recommendations to enhance workforce
management and center-wide performance.
Audits forecast models and schedules prepared by WorkForce
Management (WFM) team identifies gaps and provides
recommendations for improvements.
Develops and maintains relationships with the centers Leadership and its
management teams.
Collaborates and partners with the WFM Leader to coach and develop
analysts as well as assist in the daily management and distribution of work
tasks and activities.
Attendance and Punctuality:
Regular attendance and punctuality are vital attributes for all employees and
critical for our staff as we are the role models for our organization and future
leaders. It is important for employees to attend work regularly and to arrive at
work on time because failure to do so detrimentally affects employee morale
and productivity throughout North End Teleservices LLC.
DEI Competencies:
Diversity equity and inclusion as a leadership competency is a measure of
success within NET.
Continuous learning: Commits to continuous learning / improvement in
diversity inclusion and cultural competence.
Demonstrates an ability to flex style when faced with myriad dimensions of
culture to be effective across cultural contexts.
Abides by and lives out company values of:
Respect for our clients each other and self
Integrity in everything we do
Truth open and honest communication with each other and our clients
Improvement innovation creativity and always strives to be our best and
do our best
Service utmost and foremost
Diversity of thought work and life experiences
Fun work hard play hard
North End Teleservices LLC is an equal-opportunity employer and is committed to
diversity in its workforce. North End Teleservices LLC recruits qualified applicants
without regard to characteristics such as race color national origin religion
gender gender identity sexual orientation disability veteran status age marital
status citizenship status or any other status protected by law.
#funenviroment #analyst #NET #NorthEnd #NETfamily
Required Experience:
IC
Employment Type
Full-Time
