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Workforce Analyst Loc : Cambridge, MA dur: 6M+ Rate: Open
Requirements Dur: 6M+
Rate: Open
- Support the delivery of service levels, and productivity targets for the site and marketplaces he/she is supporting.
- Responsible for the assignment of tasks to the operations by optimizing the usage of workforce.
- Manage the development of global standards (Average Handle time, NPT, Shrinkage, Attrition) for ADS planning ensuring that all changes successfully inter-operate with existing operational processes.
- Work with operational and support teams to effectively plan short term non-productive time
- Work closely with data associates and team leads to pro-actively identify issues and take appropriate actions to minimize impact
- Assist the development of Workforce Management & Scheduling system by partnering with in-house technology teamsRunning what-if scenarios for associate staffing and make proper use of statistical tools.
- Manage and drive change through effective use of clearly defined delivery plan, ensuring stakeholders receive regular updates.
- Lead and participate in global ADS with client.
- He/She will own providing optimal solutions for upcoming initiatives.
- Proactively identify service improvement opportunities and ensure continuous improvement within Capacity Planning across strategic and tactical forecasting, advisor scheduling, metric reporting and real-time delivery.
- Candidates with superior analytical skills in any industry are encouraged to apply.
Bachelors degree or equivalent expierence - 3+ years of Call Centre or similar experience related to a solid understanding of production environment metrics (such as Forecasting, AHT, Shrinkage, and FTEs).
- MS Excel and/or MS Access skills requiredProven planning and time management skills with the ability to deal with multiple demands on time and deal with ambiguity.
- Demonstrated analytical, problem solving and decision making skills that foster developing creative solutions.
- Ability to deep dive, conduct root cause analysis and implement corrective actions.
- Flexible, people oriented and able to work in a team environment.
- Experience exercising strong oral, written, listening and interpersonal skills
- Ability to develop presentations leveraging a proficiency in MS Office.
- Excellent customer focus and bias for action.
- Prior experience in data mining and analysis in any industry.
- Prior Workflow experience in a contact center in any environment.
- Experience with the Workforce Management tools.
- Ability to develop presentations and a proficiency in MS Office suite
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