Job added in hotlist
Applied job
Contract job
90-day-old-job
part-time-job
Recruiter job
Employer job
Expanded search
Apply online not available
View more jobs in Tempe, AZ
View more jobs in Arizona
View Similar Jobs

Job Details

Workforce Analyst II

Location
Tempe, AZ

Apply for this job






Profile

Description
Company
Apply
Job Description
Endurance is seeking a Workforce Management Analyst who will be responsible for monitoring and forecasting call volumes and staffing requirements for our support center. You will track, analyze, and utilize real time data for the development of floor management processes and staffing models which are critical to meeting customer service and performance standards.
What you will do:
Monitors workforce activities and support center performance and identify actions to take in order to assure service level goals are met.
Analyze data and make recommendations for improving operational efficiencies.
Completes performance analysis of half hourly, daily and weekly results for the call center as it relates to scheduling.
Enforces staff adherence to work schedules. Generates and delivers adherence/compliance reports to the management team.
Compares call forecasts with actual results to examine variances, proactively identify scheduling gaps and offer solutions to close them.
Provides performance analysis to ensure accurate, timely reporting to support business processes, decision-making.
Problem solve and preparation of analysis in varying formats (Excel, charts, web based).
Assist support center management with scheduling meetings, trainings, etc.
Maintains and updates our workforce management systems with daily exceptions.
Ensures the accuracy and timeliness of data by working schedule changes as well as other types of requests.
Captures and organizes contact volumes and distribution trends (intraday, seasonal, peak periods).
Utilizes WFM tools to generate interval level forecasts and validate forecasts prior to publishing
Review Forecast v Actual data to determine opportunities to re-forecast.
Develops strong working relationships with others within the organization to ensure efficient and effective problem solving and issue resolution.
What you need for this position:
Demonstrated knowledge of standard inbound support center and production environment business practices.
Proven analytical/problem solving skills as well as demonstrated attention to detail.
Ability to prioritize, organize and summarize data.
Strong Excel skills, and solid working knowledge of Word and PowerPoint.
Report writing tools and presentation software experience.
Bachelor’s degree or comparable experience strongly preferred.
Outstanding organizational skills including ability to multi-task
Experience using WFM tools (i.e. Genesys, IEX, eWorkforce, Avaya, etc)

Company info

Sign Up Now - CallCenterCrossing.com

Similar Jobs:
Collections Call Center Agents for the State of Arizona Kelly Services • Phoenix AZ Job #717072841 Job Description The Arizona Department of Revenue is looking to hire a small team of 15 Customer Service/Collections Agents to work...
The Contact Systems Coordinator acts as the first point of contact for prospective students for CEC's online and ground campuses. The Contact Systems Coordinator will handle either inbound or outbound calls. * The outbound coordi...
Are you a dedicated, enthusiastic and energetic individual looking for an opportunity where you can be recognized for your achievements?  If you want to work with people who are passionate about what they do, then look no further ...
I like the volume of jobs on EmploymentCrossing. The quality of jobs is also good. Plus, they get refreshed very often. Great work!
Roberto D - Seattle, WA
  • All we do is research jobs.
  • Our team of researchers, programmers, and analysts find you jobs from over 1,000 career pages and other sources
  • Our members get more interviews and jobs than people who use "public job boards"
Shoot for the moon. Even if you miss it, you will land among the stars.
CallCenterCrossing - #1 Job Aggregation and Private Job-Opening Research Service — The Most Quality Jobs Anywhere
CallCenterCrossing is the first job consolidation service in the employment industry to seek to include every job that exists in the world.
Copyright © 2018 CallCenterCrossing - All rights reserved. 169