Workforce Analyst

One opening available in either Lawrence, Topeka or Wichita.

Definition and Examples of Work

• Resolve scheduling conflicts quickly and efficiently based on KTA policy.
• Complete and manage schedule exceptions/adjustments for the CSC on a daily basis. Ensures the accuracy and timeliness of data. Make recommendations for staffing levels to optimize performance. Coordinate periodic review of call arrival patterns and metrics driving schedule performance (e.g. AHT, adherence, utilization, etc.) and making necessary adjustments to staffing and scheduling needs.
• Oversee the Customer Service Center time off requests for all staff. Ensure the Customer Service Center maintains proper coverage through schedule adjustments to continue to meet department goals.
• Maintain daily/weekly/monthly tracking of time off for all Customer Service Center staff.
• Track all attendance occurrences for management.
• Monitor all Real-Time and Intra-Day activities to ensure operational goals are met and accurately track and manage contact center schedule adherence.
• Proactively work with management and training staff on all pertinent business issues, sharing responsibility for meeting service level and response time objectives across all contact channels. Forecast and schedule shifts, taking into consideration offline activities such as coaching, training, administrative activities and process changes that could negatively impact scheduling needs. Collect, analyze, and maintain statistical data to develop short/long range scheduling forecast for all entire Customer Service Center.
• Provide root cause analysis regarding workload and service level performance to identify areas of opportunity for improvement.
• Collect and audit all timesheets on a weekly basis to ensure accuracy of hours being paid and accuracy of time being coded to appropriate projects. Submitting temp timesheets on a weekly basis to appropriate temp agency.
• Prepare daily/weekly/monthly and ad hoc reports and distribute to management.
• Develops strong working relationships within the organization to ensure efficient and effective problem solving and issue resolution.
• Maintain CSR skills and knowledge, which assists in schedule creation by understanding business needs.

Latitude and Impact of Position

This position works independently and as part of a team, including providing input and problem solving. Negotiation and persuasion are used with internal customers. Decision making is typically done in accordance with established guidelines and in conjunction with the manager for more complex matters. Successful completion of job tasks impacts customer satisfaction and external company image.

Work Environment

The work environment described here is representative of the general work environment for the position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Limited access office environment in which multiple employees work in an open workspace setting.
• Must be able to focus with background noise and others talking in close proximity.
• Office temperatures are standard and individuals may need to adjust for cold or heat per personal preference.
• Must work without access to personal communications equipment such as cell phone, camera, tablet, etc. in accordance with KTA policy to adhere to data privacy standards.

QUALIFICATION

Required Knowledge, Skills, and Abilities

• Proficient use of Microsoft Office Suite and CXOne products or similar.
• Ability use keyboard and mouse and navigate Windows interface on monitor(s).
• Clear written and verbal communication.
• Ability to quickly learn user end of any Automated Call Distribution phone system and Workforce Management system provided by KTA.
• Ability to learn KTA CSC back-office systems.
• Ability to achieve and maintain departmental performance standards.
• Ability to make sound decisions quickly in a fluid working environment.
• Strong people skills and the ability to communicate with employees of various backgrounds.
• Exceptional knowledge of workforce management calculations, technologies and key performance indicators.
• Strong analytical and mathematical skills to collect and interpret data to solve problems.

Preferred Knowledge, Skills, and Abilities

• Bilingual (Spanish)

Required Education and Experience

• Must have a minimum of 12 months of Customer Contact Center experience or previous workforce scheduling experience.

Certification, License, Registration

• N/A

Physical requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Primarily sedentary physical work requiring ability to lift a maximum of 10 pounds.
• Occasional lifting, carrying, walking, and standing.
• Frequent hand/eye coordination to operate computer keyboard and office equipment.
• Vision for reading, recording and interpreting information.
• Frequent speech communication, hearing and listening to maintain communication.
• Daily use of computer keyboard, standard office equipment and telephone.

Other Requirements

• Must have reliable transportation.
• Ability to adhere to attendance requirements.
• Ability to meet or exceed Department/Team performance requirements.
• Must pass background and credit check.