WORKFORCE ANALYST - DETROIT

Position Purpose: Responsible for leading the real-time monitoring of contact center performance, making recommendations and optimizing usage of contact center routing, resources, and communicating real-time and intra-day performance. Develop and implement best practices and processes in real-time monitoring and management procedures. Works closely with the workforce team, contact center operations, and contact center support to assist in the on-going day-to-day monitoring of schedule adherence and call wait times to ensure that service level agreements are maintained. The workforce management analyst directs the work of the workforce management team to meet set service level goals.

Major Tasks, Responsibilities & Key Accountabilities:
25%-Make staffing recommendations to management based on analysis or realtime performance.
15%-Identify trends in case types, perform root cause analysis and provide recommendations for training and/or content changes to address trends.
15%-Monitor and maintain processes related to the daily functioning of the Workforce team, including work load distribution, monitoring phone queue and email box, user follow-up, closing tickets and maintaining front-end messages and system availability.
15%-Pull adherence daily reports. Approve and update adherence exceptions in workforce management software using existing processes.
15%-Provides real time feed back to Contact Center management with regard to individual associate scheduling information. 
15%-Coordinate daily real-time activities based on service level goals. Provide support for real-time operations with any communication or escalation processes.

Nature and Scope: Position Reports to Director of Contact Center. This position has 6 direct reports.

Environmental Job Requirements:
Environment:  Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

Travel:  Typically requires overnight travel less than 10% of the time. Additional Environmental Job Requirements:Standard Minimum Qualifications:
Must be eighteen years of age or older.
Must pass the Drug Test.
Must pass Background Check.
Must pass pre-employment test if applicable.

Additional Minimum Qualifications:

Education Required:  The knowledge, skills and abilities typically acquired through the completion of a high school diplomas and/or GED.

Work Experience Required:  4

Minimum Age Override: 0

Certifications & Licenses:

Physical Requirements:  Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.

Additional Qualifications:

Preferred Qualifications: -Position deals with a variety of problems and sometime has to decide which answer is best. The question/issues are typically clear and requires determination of which answer (from a few choices) is the best.

Knowledge, Skills, Abilities and Competencies: - Demonstrated ability to complete projects and assignments accurately, catching errors before completion, despite a large workload, competing demands and a fast paced environment - Ability to set priorities, plan and coordinate work activities and obtain and manager resources so that work objectives are accomplished on time.