Workforce Management Analyst – Austin, TX
|Job ID #: 00095232||Location(s): TX – Austin|
|Functional Area: ServicePoint||Education Required: High School Diploma|
|Position Type: Not Indicated||Relocation Provided: None|
|Experience Required: 1 – 3 Years|
Analyzes trends within assigned operations, including call volumes, call patterns, staff productivity, and resource allocation. Uses analysis results to forecast call arrival and build staffing and scheduling plans to meet business unit goals and corporate objectives.
Analyzes call volumes, call patterns, call trends, and staff productivity for assigned centers; uses this information to build, coordinate, and accurately maintain employee schedules. Forecasts future workflow volume and makes scheduling adjustments based on business needs. Monitors all time away from work for the employees (i.e. vacation, absentee tracking). Recommends time away from work parameters, and monitors all time off. Corresponds with employees; adjusts schedules where appropriate. Communicates daily with managers and supervisors regarding schedules. This includes but is not limited to discussing scheduling shortages, shift changes, and soliciting overtime to fill scheduling shortfalls.
Note: This Position Will Work A Non -Traditional Schedule. Must Be Able And Available To Work A Shift Of 11:30 AM To 8:15PM, Monday Thru Friday.
*Seeking professionals with proven work experience in workforce analysis and planning within a call center environment.*
Besides some sedentary work, job duties require some or all of the following physical activities: Standing, carrying/lifting up to 10 pounds, seeing and hearing, walking, reaching, pushing and pulling, and speaking, reading, and writing.
Required job duties are normally performed in a climate-controlled office environment.
High school diploma or equivalent. Pursuit of associate degree and six- sigma yellow belt designation preferred.
One year in a customer and performance focused environment.
PC skills Intermediate math skills Strong written and verbal communication skills Demonstrated analytical and organizational skills