The Services Workforce Analyst is responsible for cadenced planning and analytical work in a multi-site contact center-style organization to include, but not limited to, schedule development and implementation, attendance management, staffing projections and recommendations, intraday staffing alignment and optimization, time off and holiday planning, and reporting. Supported business units operate through traditional inbound and outbound telephone calls, written communication channels (SMS, e-mail, social media, chat), case management, and field-based appointment work. Incumbents will be expected to build capability for data collection (via database queries, conversations, research) and analysis. Frequent coordination with peers and leaders in other Workforce Management roles and Operations. A successful Services Workforce Analyst will be able to work autonomously, check his/her own work, proactively ask for help, and produce quality work product on the first pass.
MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES
40% – Utilize historical data, intraday call trends, business intelligence, marketing plans, and other insights to develop comprehensive staffing plans for assigned line(s) of business. Conduct schedule realignment/optimization activities either in advance or in-the-moment.
20% – Thoroughly understand and maintain assigned databases, Excel-based models, documented processes including regular updates and data validation.
20% – Influence, create, and maintain event planning to include team meetings, training, site-wide events, etc. Participate in meetings and carry out decisions associated with overall staffing strategy.
10% – Partner with peers throughout Services Workforce Management to understand deviations to plan; develop and execute strategies to improve future planning, scheduling, intraday execution, and analysis work.
10% – Perform ad hoc analysis.
NATURE AND SCOPE
This position reports to the Services Workforce Manager.
This position has 0 direct reports.
ENVIRONMENTAL JOB REQUIREMENTS
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Typically requires overnight travel less than 10% of the time.
Must be eighteen years of age or older.
Must be legally permitted to work in the United States.
The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.
Years of Relevant Work Experience: 3 years
Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.
Prior experience in a contact center-style organization.
Familiarity with Verint Impact 360 (or similar), Avaya CMS, and Salesforce
Experience in a Workforce Management role in a large, multi-channel Contact Center organization
Experience with Microsoft Excel including data manipulation and formula development
Experience in a customer-facing service delivery role
Knowledge, Skills, Abilities and Competencies:
Strong analytical reasoning skills and attention to detail
Solid communication and interpersonal skills
Ability to “see the bigger picture” and think outside of own work responsibilities
Ability to prioritize work to meet deadlines independently