Workforce Management Analyst in Bluffton, SC at Hargray

Date Posted: 1/24/2020

Job Snapshot

Job Description

General Description of Position:

Responsible for the day-to-day analysis, research and resolution of various aspects of managing contact center employee schedules and field resources. Functions include administering defined workforce procedures, analysis and report generation, and exception processing. Coordinates the implementation of products/services and operational solutions. May assist in designing, documenting, implementing, and monitoring of new products/services. Provides guidance to leaders and frontline employees regarding procedural and/or operational changes.

Duties & Responsibilities:

Including but not limited to the following.

  • Analyze forecasted staffing position to optimize work shifts, breaks and lunches. Monitors call center agents phone statuses in real time to ensure adherence to their schedules.
  • Manage and audit associate allocation changes in scheduling on a monthly or adhoc basis.
  • Collaborate with call center leaders to track planned and unplanned time away from work, as well as all other off phone activities.
  • Partner to analyze call patterns and success rate on a daily, weekly, monthly and annual basis.
  • Develop and present action plans to resolve service level and adherence issues across the call centers.
  • Collaborate with shrinkage forecasting and capacity planning teammates to understand budgets and resources across the division.
  • Analyze forecasted volume and available staff to ensure that field operations and the field operations or call centers' management schedules staff in the most efficient manner to properly utilize available resources and maintain acceptable service levels.
  • Consistent exercise of independent judgment and discretion in matters of significance.



Job Requirements

Minimum Qualifications:

Only candidates who meet minimum qualifications will be considered.

  • Bachelor's Degree or 5 years related experience
  • Experience working in a communication, operations, field operations or call center environment a strong plus
  • Ability to work strategically and drive results while working tactically with stakeholders as needed
  • Ability to deliver a strong customer experience
  • Mastery of data gathering, statistical analysis, insights discovery, and presentation to a variety of audiences including senior leaders
  • Mastery of Microsoft Excel
  • Ability to design/generate and implement systems necessary to collect, maintain and analyze data
  • Ability to maintain composure in critical situations and communicate effectively, both written and verbal
  • Display a high level of professionalism, integrity, and maturity
  • Detail oriented with good organization and time management skills
  • Strong interpersonal skills with the ability to work effectively with individuals at all levels