Job Details

Workforce Analyst

New York, NY | Contract

Job ID:

799-004WA

Duration:

Long Term

Experience:

2-3 years

Career Level:

Senior Level

Compensation:

DOE

Industry:

Information Services

Job Description

Position Summary:

Forecasts, schedules, tracks, monitors, and reports the daily and monthly call center statistics. This includes, but is not limited to call center volumes, FTE schedule adherence, and service level achievement.

Position Requirements:

  • Determines workforce requirements needed to meet customer service level agreements.
  • Develops agent work schedules in a multi-shift, multi-skilled environment.
  • Monitors real-time call center performance statistics, adding, adjusting, or removing schedules in conjunction with volume fluctuations.
  • Identifies and researches service level risks for problem resolution and management notification.
  • Communicates workforce management-related information to management, employees, and clients as needed.
  • Gathers and inputs monthly score card information.
  • Participates in workforce management meetings as required.
  • Other duties as assigned.

Qualifications

Essential skills and experience

  • Bachelor’s Degree and two or more years of relevant WFM experience or an equivalent combination of education and experience.
  • 2 years recent, hands-on experience in a call center with a high level of customer focus.
  • Possesses the professional experience and aptitude to address escalated issues with a positive outcome.