Workforce Analyst- Albany, OR

Workforce Analyst- Albany, OR

Posted on: 9-26-2015
Position Title: Workforce Analyst
Job Location:
Albany, OR
Contact: david.mccollum@assurant.com

POSITION SUMMARY

Position is responsible for proactively monitoring and managing intraday contact center performance in order to achieve contractual obligations and organizational goals for multiple clients, campaigns, products and sites. Assist in identifying process and workflow improvements.

JOB FUNCTIONS

  • Analyzes intraday and historical performance to respond/plan appropriately
  • Monitors intraday performance through use of Workforce Management tools and floor presence   and takes necessary steps, including use of under-timing and extra hours, to ensure Service Level objectives and other operational goals are met
  • Maintains a high quality of work.  Accurately processes intraday schedule exceptions, time off requests, and call-ins within established turnaround times
  • Communicates intraday performance to management team and associates throughout the day
  • Schedules or assists in scheduling of training, meetings and other off-phone exceptions
  • Maintains Workforce Management systems and necessary files
  • Assists Manager, Supervisor and other staff in a broad range of assignments

 

Assurant Solutions is part of Assurant, a Fortune 500 company and a member of the S&P 500, is traded on the New York Stock Exchange under the symbol AIZ. Assurant has approximately $31 billion in assets and $10 billion in annual revenue. Assurant has approximately 17,500 employees worldwide and is headquartered in New York’s financial district. www.assurant.com

For thirty-five years Assurant Solutions has been there to protect consumer finances, possessions and peace of mind. Today, Assurant Solutions is a global leader in keeping consumers connected to their digital lives. With operations in 24 locations and 13 countries, the company’s global team of over 5,000 employees are dedicated to delivering the best customer service experience anywhere in the world. That’s why industry leading mobile carriers, manufacturers, retailers, financial institutions, vehicle dealers and funeral homes choose to partner with Assurant Solutions. From mobile devices to major appliances, from cars to computers, Assurant Solutions helps protect what matters most. Visit us at assurantsolutions.com, follow us on Twitter @AssurantMatters or like us on Facebook.

Required Qualifications:

High School Diploma 

1 year of experience within a call center environment

Preferred Qualifications:

Associate or Bachelor degree

6 months of workforce management experience

 

Other Qualifications:

Strong analytical, communication and organizational skills

Knowledgeable of Microsoft Office applications, particularly Excel

Demonstrates reliability and strong customer service skills per attendance record and call quality average

Works well with frequent interruptions, deadlines, creative thinking, handling multiple projects simultaneously, and making decisions based on incomplete information

Maintains positive interactions with internal management and staff

Works well with minimal supervision and with some latitude for self-directed action