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Workforce Management Analyst

Company: Allied Solutions
Location: Carmel
Posted on: September 20, 2022

Job Description:

Track and analyze data to support the contact center and management team through forecasting, scheduling, and staffing needs. Manage and examine real time and historical performance for both the contact center and individual agents to support and achieve business service level objectives. Job Duties and Responsibilities: Analyze Reports and Data (50%): Analyze and report historical data, trends, and develop forecast models.
Manage the schedule process including call offs, time off and overtime requests.
Support the day-to-day contact center by monitoring real-time ACD agent work and adherence. Agent Statistics (20%): Track and monitor agent stat reports with weekly and monthly reports to management for as occupancy, handle time, adherence, follow up time, calls per hour, talk time, and attendance for both contact center and validation team. Communications and Collaboration (30%): Communicate and meet with management to review staffing levels, trends, and adjustment needs to meet service levels and performance goals.
Communicate identified risks to management and other WFM analysts
Promote a positive, energetic, team image regarding changing the business practices related to the contact center
Maintain confidentially of department affairs Qualifications (Education, Experience, Certifications & KSA): High school diploma required; Associate's, Vocational, or Technical School Degree preferred
A minimum of two years of prior contact center experience required.
Prior work force management experience preferred
Proficient in MS Word and MS Excel
Strong mathematical, analytical, communication, and organization skills
Self-motivated and must excel in a minimally managed position
Moderate dexterity - regular application of basic skills (calculator, keyboard, hand tools, eye/hand coordination The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with a job. We offer our employees a robust compensation package! Our comprehensive benefits include: medical, dental and vision insurance coverage; 100% company-paid life and disability coverage, 401k options with company match, three weeks PTO by the end of the first year and much more. Allied proudly promotes from within as part of a strong commitment to providing career growth opportunities for employees of all levels. Our diverse business portfolio allows employees broad career options with the advantage of staying with the same organization. All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. To view our privacy statement click here To view our terms and conditions click here

Keywords: Allied Solutions, Carmel , Workforce Management Analyst, Executive , Carmel, Indiana

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