Workforce Analyst
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Job Location:
Saint Louis, MI - USA
Monthly Salary:
Not Disclosed
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
At MTM we are not just colleagues; we are collaborators on a shared mission;communities without barriers. We have exciting opportunities to join our growing team where your work has a direct impact on the communities we serve. Our company culture is one of innovation collaboration and growth. If you are passionate driven and ready to join a team where your work will directly transform and shape our industry then we want to talk to you!
What will your job look like
The Workforce Analyst is responsible for monitoring collecting and analyzing Call Center performance data to identify trends and provide actionable insights for improving customer service and operational efficiency. The Workforce Analyst will track KPIs evaluate call metrics report on performance and collaborate with management to develop solutions for enhancements.
What youll do:
Analyze contact center trends investigate and evaluate agent performance and accountability tracking mechanisms
Track and evaluate key performance indicators to ensure quality standards are met and pinpoint areas needing improvement
Create and present reports that summarize call center performance and provide data-driven recommendations to key stakeholders
Evaluate call metrics to ensure adherence to quality standards
Collaborate with team leaders and internal departments to develop and implement strategies for enhancing efficiency productivity and the overall customer experience
Streamline data collection methods and maintain databases to ensure data accuracy and easy accessibility
What youll need:
Experience Education & Certifications:
High school diploma or G.E.D.
2 years experience in Workforce Management or scheduling
1 years of experience in High Automatic Call Distribution (ACD) Contact Center
1 years of experience in customer service
Skills:
Strong ability to identify patterns trends and root causes of problems within call data
Proficiency in data analysis and visualization tools such as Five9 Verint Power BI and Excel
Ability to effectively communicate complex data analysis findings to both technical and non-technical stakeholders
Strong critical thinking and problem-solving skills to develop data-driven solutions
A solid understanding of call center operations and metrics is crucial for effective analysis
Even better if you have:
Associates degree preferred
Experience with Reporting Design and Analysis preferred
Previous experience with high level math including Statistics or Algebra preferred
Whats in it for you:
Health and Life Insurance Plans
Dental and Vision Plans
401(k) with a company match
Paid Time Off and Holiday Pay
Maternity/Paternity Leave
Casual Dress Environment
Tuition Reimbursement
MTM Perks Discount Program
Leadership Mentoring Opportunities
Salary Min: $23.04
Salary Max: $32.00
This information reflects the base salary pay range for this job based on current national market data. Ranges may vary based on the jobs location. We offer competitive pay that varies based on individual skills experience and other relevant factors. We encourage you to apply to positions that you are interested in and for which you believe you are qualified. To learn more you are welcome to discuss this with us as you move through the selection process.
Equal Opportunity Employer: MTM is an equal opportunity employer. MTM considers qualified candidates with a criminal history in a manner consistent with the requirements of applicable local State and Federal law. If you are in need of accommodations please contact MTMs People & Culture.
#MTM
Required Experience:
IC
Key Skills
- ArcGIS
- Intelligence Community Experience
- GIS
- Python
- Computer Networking
- Data Collection
- Intelligence Experience
- R
- Relational Databases
- Analysis Skills
- Data Management
- Application Development
About Company
Moment To Moment (MTM) Group, is a full service marketing and media agency (including social media, experiential and events) that specializes in fostering emotional connections between client offerings and consumer passions.
