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Workforce Management Analyst Loc: Warrendale, PA

Workforce Management Analyst Loc: Warrendale, PA

  • Posted on : 09-08-2023
  • Job Type : Full Time only
  • Salary : 100,000 - 200,000

Job Description:

Primary Duties And Responsibilities
  • Monitor real-time adherence and call flow of daily operations.Identify real time opportunities for training time, queue follow ups, and misc. department objectives.Add, adjust or remove schedule changes/events within the scheduling system.
  • Assist with daily/weekly/monthly reporting of agent performance, productivity and phone statistics.
  • Identify, suggest and implement scheduling adjustments that support the department in meeting overall service goals on a daily, weekly and monthly basis.
  • Assist with call volume forecasts to develop work schedules in a multi-skill environment.
  • Assist with vacation planning and other time off allowances.
  • Communicate pertinent data to all levels of management and co-workers regarding the operational status of the call center.
Qualifications
  • Avaya, Rockwell or Aspect call center management software experience.
  • Background with Witness/Blue Pumpkin or other Workforce software.
  • Working knowledge and understanding of call center operations, terminology, definitions, call center calculations, and common practices.
  • Advanced PC skills and proven ability with Microsoft Excel, Word, and Access.
  • Strong communication skills with the ability to convey need, urgency and resolution.
  • Ability to be objective, maintain confidentiality and partner across GPS departments to meet and exceed our department objectives.
  • Detail oriented and willingness to learn.
  • Must be available to work a shift that includes weekday and weekend days.

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