American Home Shield
Workforce Management Real Time Analyst
IA-1000004 - AHS Carroll Call Center
First Open Date:
Job DescriptionPosition OverviewUses workforce scheduling applications to track and monitor call volume and trends. Monitors productivity metrics and schedules to ensure adequate staffing to meet business needs. Develops and maintains a scheduling database to track availability of associates. Prepares and communicates schedules based on call volume forecasts and available staffing. Frequently provides call volume/agent reports.Job Responsibilities•Uses workforce scheduling applications to track and monitor call volume and trends; identifies agents outside acceptable thresholds and communicates discrepancies to the appropriate manager/supervisor.•Monitors productivity metrics and schedules to ensure adequate staffing in coordination with training, meetings, breaks/meals, and time-off as needed.•Develops and maintains a scheduling database to track availability of associates.•Prepares and communicates daily and weekly schedules based on call volume forecasts and available staffing; coordinates associate schedule change requests and scheduling of time- off.•Provides call volume/agent reports on daily, weekly, and monthly basis.•May note performance issues, changing trends, call volume, absence notifications, tardies, cancellations or notification of meetings, and other tracking items for purposes of informing leader of discrepancies.•Provides reports to managers/supervisors.Job Requirements•High school diploma/GED with 1-3 years of call center operations experience and/or training required, or an equivalent combination of education and experience•Workforce scheduling experience preferred•Knowledge of call center operations and scheduling•Computer skills in Microsoft Office applications (Word, Excel, PowerPoint, Outlook)•Verbal and written communication skills•Analytical skills•Problem solving and decision making•Attention to detail•Conflict resolution•Organization, time management, multi-taskingPhysical Demands and Working ConditionsThe physical demands are representative of those that must be met by an employee to perform the essential function to this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Incumbent must be prepared to:•Move up to 10 pounds occasionally, by lifting, carrying, pushing, pulling, or otherwise repositioning objects.•Sitting for long periods of time while using office equipment such as computers, phones and etc.•Fingering and Repetitive motions; such as movement of wrists, hands and fingers while picking, pinching and typing during your normal working environment.•Express or exchange ideas with others through the use of spoken word, quickly, accurately, and at an easily audible volume, and receive detailed information through oral communication at usual speaking levels without correction, and/or make fine discriminations in the nature of sounds in the environment.Incumbent is required to have:•Close visual acuity to perform detail oriented activities at distances close to the eyes, as well as visual acuity to perform activities at or within arm’s reach with skill, control, and accuracy, such as preparing and analyzing data, viewing computer screen and expansive reading.•Incumbent will be subject to:•Inside working conditions: The change of building environment such as with or without air conditioning and heating.ServiceMaster is committed to Diversity and Inclusion. We encourage diverse candidates to apply to this position.Equal Opportunity Employer–minorities/females/veterans/individuals with disabilities/sexual orientation/gender identityDisclaimerThe above statements are intended to describe the general nature and level of work being performed by associates assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.