Workforce Management Analyst – Indianapolis, IN

Workforce Management Analyst – Indianapolis, IN

Posted On: 10-16-2015
Position Title: Workforce Management Analyst
Job Location: Indianapolis, IN
Contact: www.interactions.net/careers

Interactions is changing the way leading companies communicate with their customers by transforming frustrating experiences into productive conversations.  We deliver speech and natural language technology solutions for leading organizations, device manufacturers and application developers that seamlessly integrates human and artificial intelligence.  The result for our Fortune 500 customers is a dramatic reduction in cost, an amazing customer experience… and happier customers.

To support our continued growth, Interactions is hiring a Workforce Management Analyst. In this role, you will perform complex data analysis to determine staffing targets, call volume trends and provide recommendations to improve performance in support of our Technology Center (iCenter) organization. You will work closely with stakeholders throughout the company to assess key stakeholder needs, develop effective schedules to support core responsibilities while balancing the needs to new product launches, testing initiatives and special projects. As the Workforce Management Analyst you must be thoroughly abreast of all movements in staffing requirements and plan to achieve SLAs with effective scheduling and levers to ensure needs are met while recommended ways to improve performance. The Workforce Management Analyst should be considered the technical expert on the team and will coordinate system implementations for workforce management software.

Job Requirements:

  • Develop and maintain inbound scheduling procedures with an 85% schedule efficiency
  • Compile, track, and analyze inbound workload drivers, integrating into model to improve scheduling accuracy and understand impacts from various business strategies
  • Provide robust problem solving and analytical capabilities to identify performance improvement opportunities, root causes, and solutions
  • Facilitate weekly meetings and providing staffing recommendations to optimize operational efficiency
  • Create daily, weekly and monthly base schedules and forecasts by analyzing demand
  • Demonstrates ability to identify and solve process challenges through training, analysis of performance metrics, and use of advanced optimization techniques
  • Create and maintain workforce management process and procedure documentation
  • Responsible for proposing and communicating changes to scheduling policies in terms of the value proposition
  • Provide accurate and timely analysis regarding workload, and service performance

In exchange for your hard work, we offer:

  • Coaching and feedback to help further develop your skills
  • Advancement opportunities
  • Relaxed, fun environment
  • Business casual dress
  • 401(k)
  • Healthcare, dental, vision
  • Accrued paid time off

Qualifications:

Required:

  • High School Diploma or equivalent; Bachelors Degree in Business Administration preferred
  • 5+ years experience in customer service, quality or operations
  • Capable of structured problem solving and root cause analysis
  • Critical thinker focused on innovation and efficiency
  • Advanced experience with Microsoft Excel
  • Strong Analytical, procedural, testing skills
  • Strong communication, time management, and problem solving skills
  • Expertise with any workforce management software: IEX, Blue Pumpkin, Aspect, AC2
  • Excellent teamwork, organization and project management skills
  • Strong attention to detail and ability to multi-task
  • Ability to maintain confidentiality and professionalism

Preferred:

  • Proven ability to determine customer requirements and meet project deliverable
  • Ability to learn and analyze complex systems, products and processes
  • Experience with process mapping and process improvement techniques

About Interactions:

Interactions LLC, founded in 2004, is headquartered in Franklin, Massachusetts and has additional offices located in Indiana, New Jersey, New York, and Texas. Learn more at www.interactions.net

The above statements are intended to describe the general nature and level of work being performed by people assigned to do this job. The above is not intended to be an exhaustive list of all responsibilities and duties required.

External and internal applicants, as well as position incumbents who become disabled as defined under the Americans with Disabilities Act must be able to perform the essential job functions (as listed) either unaided or with the assistance of a reasonable accommodation to be determined by management on a case by case basis