Workforce Analyst, Customer Service

About the role

The Workforce Analyst performs routine analysis and tracks real-time statistical data related to the operational performance of agents within Customer Service. This role monitors real-time schedule adherence, provides reporting and analytics to drive efficient performance, and ensures operational metrics are met. The analyst assists in resource allocation and staffing needs based on production requirements, maintains the Workforce Management (WFM) application, and may train additional staff on WFM. Works under moderate supervision with limited latitude for independent judgment.

Responsibilities

• Ensures accuracy and timeliness of data by reviewing staffing plans, approving time off requests, schedule changes, and other requests.
• Resolves scheduling conflicts quickly and efficiently.
• Verifies proper coverage across Customer Service sections through schedule adjustments to meet departmental goals.
• Monitors real-time Automated Call Distribution System (ACD) performance to ensure staff adhere to schedules and reacts quickly to bring agents back into adherence.
• Designs, modifies, and maintains daily reports and supporting data as needed.
• Compiles, analyzes, and distributes statistical data for management review on a weekly/monthly basis.
• Provides ad hoc reports as requested.
• Assists Workforce Management in planning workload, workflow, work objectives, and time utilization of staff.
• Assists with preparation of staff bid and other assigned duties.

Requirements

• Graduate of a two-year accredited college or university with a degree in Computer Science, Technology, or similar field; professional experience may substitute for education on a year-for-year basis.
• Minimum one (1) year 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 comprehend Automated Call Distribution Systems, key performance metrics, and reports.
• Ability to work independently and in a team environment, and adapt to change.
• Strong analytical, organizational, and mathematical skills to collect, interpret, and solve problems using data.
• Strong reporting and spreadsheet application skills (e.g., Microsoft Office).
• Ability to adhere to strict attendance requirements and maintain departmental performance standards.
• Ability to make sound decisions quickly in a fluid work environment.
• Strong interpersonal skills and ability to communicate with employees at all levels.
• Excellent knowledge of workforce management calculations, technologies, and key performance indicators.
• Working knowledge of personal computers and related software.

Physical Demands

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

Schedule

This is a full-time position. Days of work and hours may vary based on business needs and may include days, evenings, nights, and weekends.

Reporting

Reports to: Workforce Management Supervisor.