Junior Workforce Analyst

Purpose Reporting to the Senior Workforce Analyst, the Workforce Analyst will be responsible for supporting strategic long and short range workforce plans, as well as increasing operational efficiency and overall performance for the Customer Contact Centres (CCC). This position works closely with operations and is responsible for monitoring and reporting real time, agent schedule adherence, agent calling behaviors, events such as talk-time or after-call-work time which exceeds defined thresholds. This position watches real-time campaign statistics across various measures such as service level or staffing interval requirements to ensure the site is on goal. Must provide real-time feedback to Operations management. The Workforce Analyst may also be required to monitor agent skill associations or provide historical reporting, depending on site requirements. Also will be supporting the production of schedules in accordance with call volume forecasts, average handling time, off-phone activities, etc, to ensure service level and productivity goals are met; and to identify deviations from forecasts and determine root cause. The Workforce Analyst will support the plan for the centralized employee work pattern function and non phone times, leveraging best in class processes to identify the best fit for the CCC. Accountabilities Monitor and react to contact volume, absenteeism, operational factors and unforeseen circumstances. Daily activities will include monitoring and revising reports, systems, forecasts and schedules. Execute Real-time management activities: Assign and reassign skill-sets based on call volumes and workload Optimize breaks, lunches and offline activities Set schedule & adjust based on business needs Monitor adherence. Administer vacation plans and exception tracking Schedule and approve (as agreed upon by Management) offline activities. Ensures the accuracy of agent schedules for the Colombia contact centre. Produce weekly schedules (as per instructed time of execution). Manage time off requests by time of day, language and skill. Adjudicate shift change requests based on business needs and real estate constraints; provide recommendations to Sr Workforce Analyst. Communicate monthly results to Sr Workforce Analyst, Scheduling manager and Scheduling team on a monthly basis. Provide data and analysis for business partners with potential solutions to typical challenges encountered in a contact centre environment: seating, call routing, scheduling, results reporting, etc. Monitor and react to contact volume, absenteeism, operational factors and unforeseen circumstances. Utilize contingency plans (Lever Management) to influence service levels, improve resource utilization and reduce costs (coordinate approximately 20 – 600 FTE of additional capacity depending on time of day and situation). The majority of decisions will be made based on pre-defined criteria; however, some instances will require independent decision making with limited information and support. Daily activities will include monitoring and revising reports, systems, forecasts and schedules. Proactively strive to provide recommendations and strategies to reduce and mitigate customer abandonment rates. Dimensions Supports the Front Line / Support Managers in the Colombia site. Direct impact in supporting Customer Service Officers to answer 18 million calls per year within desired wait times. Prepares over multiple reports and ad-hoc analyses with varying delivery schedules. Consolidates and reports on results from CMS (Call Management Systems), Verint 11, etc. Education or Experience To be successful in this position, the incumbent requires the following skills: Post secondary education is essential Exceptional analytical skills 1+ years in a contact center industry with extensive experience working with workforce management tools Strong technical aptitude and experience working with reporting software, tools and database creation Exceptional interpersonal and communication skills, both written and oral, with demonstrated expertise in interacting effectively with all levels of management Strong organizational skills Working Conditions This position operates within a 24/7 Contact Centre environment; daily interactions are constant via in-person meetings, email and telephone requests which results in restricted mobility. This role regularly interacts with CCC Management and requires high sensory attention for extended periods of time. The position demands upwards of seven hours per day working on a PC. There is potential for dealing with time-sensitive related issues with unpredictable work volumes and hours of need. Overtime may be required on occasion. #J-18808-Ljbffr