Workforce Analyst Loc : Cambridge, MA dur: 6M+ Rate: Open

Workforce Analyst Loc : Cambridge, MA dur: 6M+ Rate: Open

  • Posted on : 09-08-2023
  • Job Type : Contract

Job Description:

Requirements

Dur: 6M+

Rate: Open

  • Support the delivery of service levels, and productivity targets for the site and marketplaces he/she is supporting.
  • Responsible for the assignment of tasks to the operations by optimizing the usage of workforce.
  • Manage the development of global standards (Average Handle time, NPT, Shrinkage, Attrition) for ADS planning ensuring that all changes successfully inter-operate with existing operational processes.
  • Work with operational and support teams to effectively plan short term non-productive time
  • Work closely with data associates and team leads to pro-actively identify issues and take appropriate actions to minimize impact
  • Assist the development of Workforce Management & Scheduling system by partnering with in-house technology teamsRunning what-if scenarios for associate staffing and make proper use of statistical tools.
  • Manage and drive change through effective use of clearly defined delivery plan, ensuring stakeholders receive regular updates.
  • Lead and participate in global ADS with client.
  • He/She will own providing optimal solutions for upcoming initiatives.
  • Proactively identify service improvement opportunities and ensure continuous improvement within Capacity Planning across strategic and tactical forecasting, advisor scheduling, metric reporting and real-time delivery.
  • Candidates with superior analytical skills in any industry are encouraged to apply.
Bachelors degree or equivalent expierence

  • 3+ years of Call Centre or similar experience related to a solid understanding of production environment metrics (such as Forecasting, AHT, Shrinkage, and FTEs).
  • MS Excel and/or MS Access skills requiredProven planning and time management skills with the ability to deal with multiple demands on time and deal with ambiguity.
  • Demonstrated analytical, problem solving and decision making skills that foster developing creative solutions.
  • Ability to deep dive, conduct root cause analysis and implement corrective actions.
  • Flexible, people oriented and able to work in a team environment.
  • Experience exercising strong oral, written, listening and interpersonal skills
  • Ability to develop presentations leveraging a proficiency in MS Office.
  • Excellent customer focus and bias for action.
  • Prior experience in data mining and analysis in any industry.
  • Prior Workflow experience in a contact center in any environment.
  • Experience with the Workforce Management tools.
  • Ability to develop presentations and a proficiency in MS Office suite


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