Workforce Analyst I

3 weeks ago


Springfield Massachusetts, United States Blackhawk Network Full time
Overview:
The Workforce Analyst forecasts the call arrival pattern, schedules staff to ensure optimum efficiencies. Works to ensure acceptable service levels, abandon rates average handling time, hold and wrap up time. The position is responsible for implement actions plans based on historical data

 

Responsibilities:
Complete and manage schedule exceptions/adjustments for the company daily.

Ensures the accuracy and timeliness of data by working time-off, schedule changes, and other types of requests.

Analyze past call forecast, interval arrival patterns and staffing patterns and provide monthly and other long-range forecasts consisting of required staffing levels to ensure service goals are met.

Accurately track and manage contact center schedule adherence.

Measure forecasting accuracy and work to reduce variations in order to ensure performance goals are met.

Prepare daily/weekly/monthly and ad hoc reports and distribute to Management and corporate representatives

Create actions plans mid-long term based on operational needs

Elaborate and Coordinates the historical staffing allocation

Runs an analysis reports to meet productivity and profitability goals for historical data

Schedule and communicate all departmental activities including training, team meetings and other off phone activities to assure appropriate phone coverage and paid to productive

Qualifications:
Advanced Knowledge of Microsoft , VBA and Power BI

Bachelor in Business Administration, Engineer or similar

Experience with workforce management software and telecommunications is a plus

Strong analytical and mathematical skills to collect and interpret data to solve problems

Highly organized and can work independently as well as with a team

Excellent knowledge of workforce management calculations

Technologies and key performance indicators

Strong interpersonal skills and the ability to communicate with many different levels of employees

Ability to make sound decisions quickly in a fluid work environment

Excellent oral, written, interpersonal, and organizational skills

Ability to multi-task in a fast-paced environment

Must be a quick study, detail oriented and possess and enthusiasm to learn

Microsoft office proficient level

Fast learning abilities and adaptability



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