Workforce Analyst

Our client, an industry leader in Philadelphia, is actively looking for an experienced Workforce Analyst to provide real time support to their national call centers, vendor partners and customers. This facility operates 24/7 and we have several shifts open:��

• Sat-Wed: ��2pm - 10pm
• Thurs-Mon: 2pm-10pm
• Mon-Fri: 10pm-6am

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��This person will be responsible for:��

• Monitoring real-time call center metrics including service levels, average speed of answer, schedule adherence and occupancy.����
• Monitoring upcoming scheduled events including maintenance, marketing/promotions, and other known call drivers.
• This person will create a communicate bridge between customer care and other departments when events drive call delivery outside of forecast.��
• Monitoring non-scheduled events such as weather and service interruptions.
• This person communicates and partners with local call centers and vendor partners to determine corrective plan.��
• Making recommendations based on analysis to the call center management teams on staffing levels to balance service objectives and cost.����
• Acts as central communications point for any technology or facility issues affecting call center operations, and facilitates corrective plan, alternatives to re-route traffic.��
• Providing end-of-day reporting of various KPI���s, event summary, analysis and post-mortems to key stakeholders within the organization.

A qualified candidate will have:��

• 2+ years of Contact Center Operations experience with demonstrated expertise in Real-Time WFM analysis in a multi-site, multi-skill environment.����
• Broad knowledge of inbound contact center environment�� Exceptional verbal and written communication skills��
• Must be highly-proficient on computers, excellent knowledge and use of word processing, excel spreadsheets, and database systems.
• Must have analytical and troubleshooting expertise. Strong technical documentation, problem solving and analytical skills.��
• Proven ability to work well in a high pressure & target driven environment with a sense of urgency - Excellent listening, probing, negotiation and de-escalation skills needed.

About Aerotek:

Aerotek, headquartered in Hanover, Md., is a leading provider of technical, professional and industrial staffing services. Established in 1983, Aerotek is an operating company of Allegis Group, the largest provider of staffing services in the U.S. Aerotek operates a network of more than 200 non-franchised offices throughout the U.S., Canada and Europe. For more information, visit .

Aerotek is acting as an Employment Agency in relation to this vacancy.