Senior Workforce Analyst, Customer Service

About the role

The Senior Workforce Analyst is responsible for understanding customer service staffing and the factors that impact call volume and other customer touch-points. This role develops and oversees schedules, supports workforce analyst activities, reporting, and planning solutions to provide valuable insights to management for achieving established KPIs. The position works under minimal supervision with considerable latitude for the use of initiative and independent judgment.

Responsibilities

• Tracks daily workloads and reconciles to staffing schedules to ensure Customer Service is staffed appropriately.
• Monitors real-time call queues and real-time staff performance, making recommendations for adjustments to staffing levels to optimize performance.
• Alerts management to ensure service level standards are met.
• Communicates with Management, Supervisors, and Trainers on pertinent business issues to meet service level standards and response time objectives across all contact channels.
• Forecasts and produces staff shift schedules, considering offline activities such as coaching, training, administrative tasks, and process changes.
• Assists with training and development of Workforce Management staff, including utilizing workforce management techniques.
• Collects, analyzes, and maintains statistical data to develop short/long-range scheduling forecasts for the entire Customer Service section.
• Reviews and summarizes agent productivity and adherence data for monthly reports.
• Develops innovative schedules based on inbound volume and staff production trends for the staff schedule bid process.
• Tracks schedule bid rankings and distributes results to management.
• Assists Workforce Management Analyst in planning workload, workflow, work objectives, and time utilization of the workforce.
• Performs other duties as assigned by management.

Requirements

• Associate's degree in Computer Science, Technology, or a related field; equivalent work experience may substitute for formal education on a year-for-year basis.
• Minimum three (3) years of experience in call center workforce operations, customer service/relations reporting, or analytical reporting in a similar environment.
• Basic team leader or supervisory experience is a plus.

Skills

• Ability to research, analyze, and evaluate data to formulate conclusions and customizable reports, and communicate guidance verbally or in writing.
• Ability to collaborate with management staff on projects and procedures.
• Ability to comprehend Automated Call Distribution Systems, key performance metrics, and reports.
• Ability to meet deadlines and communicate the status of assignments.
• Ability to work independently as well as in a team environment and be open to change.
• Strong analytical, organizational, and time management skills.
• Strong reporting and spreadsheet application skills.
• Proven ability to lead by example with motivation and encouragement.
• Excellent communication (written and verbal), listening, and interpersonal skills.
• Comprehensive knowledge of automated business applications and their relationships to each other and interfaces to outside systems.
• Working knowledge of personal computers and related software: Microsoft Office (word processing, spreadsheets, and databases).

Physical Demands

The position mostly requires sitting in an office environment, with occasional standing and light lifting (up to 20 pounds, such as three or four reams of paper or books).

Work Environment

A normal office environment with acceptable lighting, temperature, and air conditioning is provided. Days of work and hours may vary based on business needs, including days, evenings, nights, and weekends.

Employment may be contingent on passing a drug screen and meeting other standards. Reports to: Workforce Management Supervisor.