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2016-01-31 01:16:42
Responsibilities to Include:
Key Skills:
Workforce Management Analyst Loc: Troy, MI
2016-01-31 01:16:42
Job Type:
Full Time only
Budget $: 100,000 - 200,000
Budget $: 100,000 - 200,000
Responsibilities to Include:
- Maintain documentation and workflow for IVR routing, telephony routing, call flows, and agent skilling providing efficiency changes as identified.
- Research, recommend, and assist with the implementation of call center technology.
- Develop and maintain robust call volume forecast models by call type for use in short and long term planning.
- Create and maintain both short-term and long-term scheduling process to ensure optimal utilization of call center resources including center-wide skills-based schedule creation, bids/changes.
- Designs schedules ensuring the schedules match the arrival of calls or non-phone work queues.
- Responsible for optimization of agent level staffing in order to ensure effective call route execution and consistent adherence to desired customer service and service level expectations.
- Develops skilling strategies to meet the call arrival patterns and creates minimal variance in associate occupancy (workload) rate.
- Administration of contact center WFM application- Interactive Intelligence Interaction Optimizer. Track, analyze and report center and agent performance with reports from Interactive Intelligence applications.
- Analyze call center staffing, metrics and performance to ensure proper staffing and scheduling commensurate with service level goals on an interval, daily, weekly and monthly level.
- Responsible for database administration of the Workforce Management software; including policy and procedures, operating structure and information flow.
- Maintain documentation and workflow for IVR routing, telephony routing, and agent skilling providing efficiency changes as identified. Research, recommend, and assist with the implementation of call center technology.
- Partner with call center operations leadership team to ensure understanding of service level management objectives and improvement plans which may include delivery of call center management training and presentations.
- Ability to make sound decisions in a rapidly changing environment.
- Recognize/interpret trends and analyze intraday call forecasts and communicate to management team provide commentary to assist supervisors and managers in meeting daily/weekly goals.
- Conduct analysis on anomalies within the business as well as future new products/services to determine impacts on the business and provide recommendations to minimize any negative impacts on the customer.
- Bachelor Degree in Business Administration, Accounting, Finance, Math, Telecommunications or relevant work experience (2-4 years) considered an acceptable substitute for the education requirement.
- Minimum 3 years progressive workforce management, budget planning, analytical and/or statistical experience or a minimum 2 to 4 years of experience in a multi-channel (inbound/outbound phone center, chat and/or email) contact center environment preferred.
- Familiarity with WFM and telecom software suites such as: Avaya, Interactive Intelligence, Attendant, IEX, Aspect, Salesforce, Decisions, NICE.
- Excellent verbal and written communication, ability to present and gain consensus with a large group.
- Outstanding decision making ability and ability to work independently.
- Analytical skills and ability to see trends and patterns in data.
- Strong knowledge of Microsoft applications including Outlook, Excel and Access with the ability to create and maintain databases, SQL db experience a plus.
- Ability to collaborate and influence (managers and above).
- Financial background/experience a plus.
- Experience and familiarity with implementing continuous improvement concepts that will increase operational effectiveness at all levels.
- Ability to work collaboratively on projects and establish and maintain positive working relationships with colleagues and internal clients.
- Knowledge of and experience with contact center metrics, modeling, reporting and forecasting methods.
- Demonstrates the ability to manage own time, activities, and resources.
- Identify specific activities required to accomplish objectives, rank them in order of importance, and coordinate and take action to achieve desired results. Prioritize multiple activities and projects.
Key Skills:
