Operations - Analyst, Workforce Mgmt I

Confidential company is seeking an Operations Analyst, Workforce Management I to support customer service center performance. The role monitors call volume, traffic patterns, forecasts, queues, and service levels; adjusts staffing recommendations and schedules; prepares management reports; and identifies technology and process improvements.

What you'll do:

• Monitor and analyze call volume, call patterns, and traffic flow for the Customer Service center to ensure service level objectives are met
• Work closely with supervisors and managers to analyze daily traffic and forecasts to adjust schedules and staff as needed, ensuring optimum staffing levels
• Provide regular reports to management on workload and workforce
• Make recommendations for new or updated call/service center technology and process improvements to reduce costs
• Analyzes intraday and historical performance to respond/plan appropriately in order to achieve operational service goals
• Identifies call volume trends and averages on an intraday, weekly, monthly, etc. basis
• Monitors and responds to queue activity and service levels
• Establishes and maintains communications channels regarding events that impact customer experience center performance and workload
• Communicates necessary adjustments to staffing based on changing/dynamic forecasts
• Collaborates with internal customers (other teams, departments, and customer experience center staff) to identify opportunities for improvement to achieve service goals

What they're looking for:

• Education Level: Bachelor's Degree
• Experience: 1 year in a Scheduling, Forecasting, or Traffic environment
• In lieu of a Bachelor's degree, an additional 4 years of relevant work experience is required in addition to the required work experience
• Excellent communcation skills both written and verbal., Proficient
• Ability to recognize, analyze, and solve a variety of problems., Proficient
• Ability to analyze, organize, and prioritize work while meeting multiple deadlines., Proficient
• Proficient in Microsoft Office applications., Proficient