Workforce Management Analyst

3 weeks ago

Omaha, Nebraska, United States North End Teleservices, LLC Full time
Job Description

The Workforce Management Real-Time Analyst is responsible for effectively managing call volume routing, representative statuses, making real-time staffing and routing adjustments to meet volume requirements, adherence metrics that meet or exceed key performance indicators for service level and first call resolution on each program.

This is an in-center position.

Key Responsibilities:

  • Monitor intraday performance, notifying managers and supervisors as problems arise in order to optimize service level.
  • Work with the supervisory team and WFM Manager to adjust call center scheduling and staffing to meet both intraday and future needs.
  • Monitor staff adherence to work schedules and provide adherence reports to business unit leadership.
  • Develops and maintains relationships with the center's leadership and its management teams.
  • Collaborate and partners with the WFM Manager and WFM Analysts.
  • Research required information and resolve Workforce Management inquiries using available resources.
  • Update and provide hourly attendance and program KPI updates.
  • Innovate process enhancements for improved efficiency.
  • Regularly communicate with Operations leaders and representatives on ACD/IVR Statuses.
  • Review, work, and resolve WFM tickets, including schedule adjustments.

Requirements:

  • High school diploma or equivalent required.
  • One year of office/clerical support experience.
  • Previous workforce management experience preferred.

Why North End Teleservices?

At North End Teleservices, we value creativity, innovation, and a deep understanding of our business and clients. As a Workforce Management Analyst, you will have the unique opportunity to shape how we communicate our value and vision, directly influencing the success of our business.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Attendance and Punctuality:

Regular attendance and punctuality are vital attributes for all employees and critical for our staff as we are the role models for our organization and future leaders. It is important for employees to attend work regularly and to arrive at work on time, because failure to do so detrimentally affects employee morale and productivity throughout North End Teleservices, LLC.

DEI Competencies

Diversity equity and inclusion as a leadership competency is a measure of success within NET.

  • Cultural Competence:
    • Understand multiple frameworks, values, and norms.
    • Negotiate and facilitate cultural differences, conflicts, tensions, or misunderstandings.
    • Judgment: Can discern when to inquire, advocate, drive, or resolve more decisively.
    • Continuous learning: Commits to continuous learning/improvement in diversity, inclusion, and cultural competence.
    • Corporate communications: Acknowledge and address possible unfavorable impact.
    • Corporate Social Responsibility: Influences media and marketplace via communication and community outreach to competitively position the organization.
    • Brand Management: Identifies, partners, and leverages relationships with key external diverse suppliers, organizations, and customers to: Enhance the supply chain and Increase market share, revenues, and loyalty.
    • External Market Knowledge: Understands and is current on global and local trends/changes and how they inform and influence D&I.
    • Supplier Diversity: Identifies, partners, and leverages relationships with key external diverse suppliers, organizations, and customers to Enhance the supply chain and Increase market share, revenues, and loyalty.

North End Teleservices is an equal opportunity employer and is committed to diversity in its workforce. North End Teleservices recruits qualified applicants without regard to characteristics such as race, color, national origin, religion, gender, gender identity, sexual orientation, disability, veteran status, age, marital status, citizenship status, or any other status protected by law.

  • Workforce Management Analyst

    4 weeks ago

    Omaha, Nebraska, United States Orion Full time

    About this Opportunity:As a Workforce Management Analyst at Orion, you will be responsible for creating long and short-term forecasts for multiple business lines to ensure KPIs can be met. The position will focus on engaging with managers and agents to drive KPI improvements across Orion's business lines and providing insights into operational efficiencies...

  • Business Operations Analyst

    4 weeks ago

    Omaha, Nebraska, United States Unison Full time

    About the RoleWe are seeking a highly skilled Business Analyst - Workforce Management to join our team at Unison. As a key member of our workforce management team, you will be responsible for analyzing data and trends to optimize workforce efficiency and performance.Key Responsibilities:Build relationships with our Sales and Business Development teams to...

  • Strategic Operations Analyst

    4 weeks ago

    Omaha, Nebraska, United States Pacific Life Full time

    Job SummaryPacific Life is seeking a highly skilled Strategic Operations Analyst to join our Ops Strategic Initiatives team. As a key member of our team, you will be responsible for leading medium to high-complexity projects, collaborating with stakeholders, and driving successful project outcomes.Key ResponsibilitiesLead project planning, execution, and...

  • Financial Analyst

    4 weeks ago

    Omaha, Nebraska, United States The Reserves Network Full time

    Job DescriptionYour New Role: The Reserves Network is seeking a skilled Collections Analyst to join their team. As a Collections Analyst, you will be responsible for managing an influx of emails and requests, working in a fast-paced environment, and utilizing your excellent communication skills to contact clients regarding past due invoices daily via...

  • Financial Analyst

    4 weeks ago

    Omaha, Nebraska, United States The Reserves Network Inc Full time

    Job OpportunityThe Reserves Network Inc is seeking a highly skilled Financial Analyst to join their team. As a key member of the organization, you will be responsible for preparing financial statements, partnering with leaders to address discrepancies, and managing inventory and cash flow.Key Responsibilities:Prepare financial statements and reportsPartner...

  • Business Systems Analyst

    3 weeks ago

    Omaha, Nebraska, United States gWorks Full time

    About the Role:We are seeking a highly skilled Business Analyst to join our product team at gWorks. As a Business Analyst, you will play a crucial role in bridging the gap between product management and engineering, ensuring that product requirements are clearly understood and implemented effectively.Key Responsibilities:Provide support during the product...

  • Senior Quantitative Analyst

    4 weeks ago

    Omaha, Nebraska, United States The Scoular Company Full time

    About the RoleThe Senior Quantitative Analyst will be responsible for conducting market research and modeling to support the trading activities of the Senior Traders/Merchants on the derivative risk desk. This role will involve collecting, analyzing, and presenting data on portfolio risk and performance using Python and other analytical tools.Key...

  • Data Analyst

    3 weeks ago

    Omaha, Nebraska, United States Straight Arrow News Full time

    Job Title: Data Analyst - Insights DrivenJob Summary:Straight Arrow News is seeking a highly skilled Data Analyst to join our team. As a Data Analyst, you will be responsible for analyzing and reporting on our audience data, providing executive management with valuable insights and recommendations based on data.Key Responsibilities:* Analyze and report on...

  • Bilingual Career Navigator

    3 weeks ago

    Omaha, Nebraska, United States Dynamic Workforce Solutions Full time

    Job DescriptionDynamic Workforce Solutions is seeking a highly motivated and detail-oriented Bilingual Case Manager to join our team. As a Bilingual Case Manager, you will play a critical role in helping career seekers achieve their employment goals and providing support to employers in finding the talent they need to succeed.Key Responsibilities:Provide...

  • Senior CEC Systems Configuration Analyst

    4 weeks ago

    Omaha, Nebraska, United States Marriott Full time

    Job SummaryThe Senior CEC Systems Configuration Analyst will provide technical oversight for the voice platform, ensuring seamless operations and optimal performance. This role involves leading and optimizing daily operations through the design and configuration of CEC Systems, working closely with Corp IT, Operations, and strategic vendors.Key...

  • Business Analyst Intern

    4 weeks ago

    Omaha, Nebraska, United States Valmont Industries, Inc. Full time

    Job Summary:Valmont Industries, Inc. is seeking a Business Analyst Intern to join the Irrigation division. As a Business Analyst Intern, you will be responsible for planning, supporting, and launching efficient business and operations systems/processes. This includes gathering business requirements from product owners and applying proven communication,...

  • Outreach Specialist

    3 weeks ago

    Omaha, Nebraska, United States Dynamic Workforce Solutions Full time

    Job Title: Outreach SpecialistDynamic Workforce Solutions (DWFS) is seeking a highly motivated and organized Outreach Specialist to join our team. As an Outreach Specialist, you will be responsible for developing and implementing strategic outreach methods to assist local businesses with talent acquisition.Key Responsibilities:Coordinate a quality work...

  • Data Analyst

    3 weeks ago

    Omaha, Nebraska, United States Straight Arrow News Full time

    Role OverviewStraight Arrow News is seeking a skilled Data Analyst to contribute to our team's success. As a Data Analyst, you will play a crucial role in analyzing and reporting on audience data, providing executive management with valuable insights and recommendations.Key ResponsibilitiesData Analysis & Insight Generation: Leverage digital analytics data...

  • Senior Business Intelligence Analyst

    3 weeks ago

    Omaha, Nebraska, United States AlffCo Full time

    Job Title: Senior Business Intelligence AnalystAt AlffCo, we are seeking a highly skilled Senior Business Intelligence Analyst to join our team. As a key member of our operations team, you will be responsible for driving business growth and improvement through data analysis and strategic decision-making.Key Responsibilities:Gather and analyze large datasets...

  • PTC Data Analyst

    3 weeks ago

    Omaha, Nebraska, United States Saicon Full time

    Job Summary:As a PTC Data Analyst at Saicon, you will be responsible for monitoring all installed systems supported by the Operating Technologies Group, including PTC, in line with standard work. You will assist in coordinating with various teams to test and evaluate new systems for future use, and evaluate existing systems to provide technical direction to...

  • Heavy Duty Diesel Mechanic Position

    1 month ago

    Omaha, Nebraska, United States Trotter Workforce Full time

    Job SummaryA Heavy Duty Diesel Mechanic is required to join our team at Trotter Workforce. The successful candidate will be responsible for troubleshooting and diagnosing problems on various types of heavy equipment, making necessary repairs, and providing excellent customer service.Key ResponsibilitiesTroubleshoot problems on heavy equipment based on...

  • Board Certified Behavior Analyst

    3 weeks ago

    Omaha, Nebraska, United States Brightside ABA Therapy Full time

    Brightside ABA Therapy is seeking a highly qualified Board Certified Behavior Analyst (BCBA) to lead our team in Omaha, NE.This leadership position is ideal for a BCBA looking to grow and advance their career with a dynamic and expanding organization.Key Responsibilities:Manage Staff - Provide supervision and training for Registered Behavior Technicians...

  • Business Intelligence Analyst

    4 weeks ago

    Omaha, Nebraska, United States Valmont Industries Full time

    Job SummaryValmont Industries is seeking a skilled Business Intelligence Analyst to join our team. As a key member of our Global Utility division, you will be responsible for developing and maintaining reporting, analytics, and data visualizations to support business decision-making.Key ResponsibilitiesDevelop and maintain reporting and analytics solutions...

  • BSA Fraud Analyst

    1 month ago

    Omaha, Nebraska, United States Centris Federal Credit Union Full time

    Job OverviewCentris Federal Credit Union is seeking a highly skilled BSA Fraud Analyst to join our team. As a key member of our compliance department, you will play a critical role in ensuring the integrity of our financial systems and identifying potential risks.Key ResponsibilitiesConduct thorough investigations of suspicious activities, analyzing data and...

  • Business Services Liaison

    4 weeks ago

    Omaha, Nebraska, United States Dynamic Workforce Solutions Full time

    pbJob Title:/b Business Services Liaison/ppbReports to:/b Program Manager/ppbPosition Classification:/b Non-exempt/ppbJob Summary:/b We are seeking a highly skilled Business Services Liaison to join our team at Dynamic Workforce Solutions. The ideal candidate will have excellent communication and interpersonal skills, with the ability to establish and...