Workforce Analyst - Tier 2

The Tier 2 WFM Analyst is responsible for all call volume monitoring, real-time schedule adjustments, and staffing performance reporting. This position works with site leaders to ensure adequate staffing, contingency plans, and workflow monitoring.

Responsibilities:

• Utilize call center tools to observe agents actual state compared to agents scheduled state for the purposes of Real-Time Adherence (RTA) monitoring
• Manage real-time inbound call traffic to help ensure that service levels are met
• Use software and call volume history to help manage intra-day staffing levels and to determine the most effective methods for staffing adjustments
• Gain an understanding of the technical and business solutions: optimized schedules, forecasts and other tools and present them to management
• Prepare and maintain reports, dashboards, and monthly packages
• Gain familiarity with analysis and ensure consistent methodologies are followed to maintain quality
• Support the preparation of ad hoc analysis that enables strong understanding of the business

Minimum Requirements

Requirements:

• High School diploma/GED
• At least 2 years work experience in call center, analytics, and/or logistics
• Intermediate level of Microsoft Office experience
• Ability to work a flexible schedule, including weekends
• Applicants must have open work schedule and be available to work on weekends and/or late evenings/early mornings.

Preferred:

• Bachelor's Degree
• Call Center Operations experience
• Workforce management experience (i.e. responsible for scheduling, call volume monitoring and adjusting, determining and communicating work schedules and resources for call queues, consulting with call operations, etc)
• Experience with workforce systems such as Avaya, CMS, IEX, and/or eWFM