The Workforce Analyst is proficient in real-time contact center operations.
How many calls are we expecting three Saturdays from today?
How many agents need to be staffed at midnight to handle our website visitor chats?
How far off was our forecast for email volume, and what do we do in order to fix it?
What adjustments need to be made to our routing formulas to better handle inbound calls to meet our service levels?
These are the types of questions the Workforce Analyst must answer on any given day.
What You?? ll Do
Lead forecasting for inbound calls, chat and emails
Design schedules for agents in various Skill groups and proficiency queues for our 24/7/365 contact center
Extract, pull, manipulate and present data every day to better optimize scheduling, routing, seating, skilling, and all other methodologies for improving contact center efficiency
Create processes to ensure scal ability and consistent quality for our customers.
Maintain industry-leading Service Levels and demonstrate a pro-active attitude
Creating, format and present ad hoc reporting as needed in MS Excel
Manage data input in workforce optimization software (Calabrio)
What You ??ll Need
Experience in using a workforce optimization software, such as Calabrio, NICE, Verint, etc.
Advanced Excel skills (proficiency test may be administered)
Experience with high-volume teams using phone, email and chat
Experience in workforce optimization for 500+ agent contact center operations, preferably 24/7 and multi-site
Strong communication skills ?? someone who can summarize large amounts of useful data quickly, and explain it simply. (Remember?? if you can'??t explain it simply, you don'??t understand it well enough.)
