Workforce Analyst II - S2

About the role

The Workforce Analyst II – S2 supports the Customer Service leadership team by providing insight and analysis of 3rd party agency call handling effectiveness. This includes identifying call handling trends and opportunities, recommending solutions to close performance gaps, and taking immediate action to drive operational effectiveness.

The role generates and reviews call metric KPI reports, real-time adherence, roster management, and access rights requests. Additionally, the analyst acts as a liaison between the internal Operations team, IT department, and 3rd party vendors during system outages.

Responsibilities

• Analyze and create reports to identify trends and provide direction to internal and external units for enhancements to improve servicing.
• Manage real-time department goals, including Global ASA, Staffing Compliance, and Forced Disconnects.
• Complete, review, and obtain approval for work orders, vendor access forms, and roster changes.
• Document ad-hoc changes to volume allocation, including Impact Logs, CMS reporting, DR/BCP, and Forecast Allocation.
• Participate in projects or process improvement initiatives that support the company’s strategic initiatives.
• Attend and facilitate staffing and business review meetings as required.
• Serve as a point of contact for the customer service team on IT/network team conference calls.
• Exemplify professional and ethical behavior.
• Perform miscellaneous tasks as assigned.

Requirements

• 1 year of workforce management experience (e.g., Real-Time Adherence, Scheduler) for an inbound call center operation is preferred.
• Knowledge and proven experience driving call center metrics such as ASA, Service Level, and Abandon Rates through real-time workforce management.
• Experience with the CMS interface is preferred.
• Strong verbal and written communication skills.
• Strong organizational skills.
• Proficiency with Microsoft Office (Word, Windows, Excel, PowerPoint, etc.).
• Experience using WFM/Forecasting/Scheduling Software is preferred.
• VBA or SQL is a plus.