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 Lewisville, TX
View more jobs in Texas
View Similar Jobs

Job Details

Workforce Analyst

Location
Lewisville, TX

Apply for this job






5 hit(s)  

Profile

Description
**MEMBERS ONLY**SIGN UP NOW***. has an amazing opportunity for a Call Center Workforce Planning Analyst! In this fast-paced role, you will work closely with the Call Center leadership team to accurately forecast workforce needs, create effective schedules through various staffing models, complete various reporting needs and assist in the analysis thereof. You will determine various staffing targets for multiple business groups with disparate call volume trends and capacity modeling. Additionally, you will perform updates to the schedule database, schedule changes or adjustments as well as coordinating off-phone activities.
***THIS POSITION REQUIRES OPEN SCHEDULE AVAILABILITY AS THE DEPARTMENT IS OPEN 24/7/365***
WHAT YOU WILL BE DOING
Managing maximum performance on call activity as a result of fewer dropped calls and alignment of skillsets.
Managing the forecasting / planning workload and determining how to best maximize resource capacity in support of a large sales call center; May include both inbound and outbound models.
Preparing and overseeing absenteeism forecast, Paid-Time Off forecast and other staff utilization factors to accurately set schedule parameters.
Recommending and implementing necessary changes of forecasted head counts.
Managing adherence levels and making recommendations accordingly.
Developing and continually updating schedules and workload resource plans.
Analyzing workload reports and performance metrics to identify opportunities to shift work based on resource capability.
Leading discussions based upon reporting to improve call center metrics.
Conducting real-time monitoring of service levels and incoming workloads to influence and positively impact performance metrics.
Creating and using reports on staff productivity.
Analyzing trends and making recommendations to management.
Implementing management decisions with respect to staffing and strategy.
Building and maintaining positive working relationships with call center leaders and staff across multiple teams.
Effectively supporting operational initiatives.
WHAT YOU MUST HAVE
Two or more years of experience with workforce planning.
BA / BS strongly preferred.
Direct experience with IEX, 5/9s, Blue Pumpkin preferred.
Intermediate proficiency in MS Office (Excel, Access, etc.)
Strong analytical and math skills.
Strong judgment and decision making skills.
Effective communication, interpersonal and negotiation skills.
Strong customer service skills.
Ability to work independently

Company info

Sign Up Now - CallCenterCrossing.com

Similar Jobs:
The Quality Assurance Department is responsible for verifying life and health insurance applications directly with potential customers. It is a vital part of our Company’s New Business and Underwriting process. The information we ...
Customer Care Rep III
Location : Coppell, TX
Job Summary: The Customer Care Rep III is responsible for reviewing internal systems and customer provided information to validate, support, and service the customer by completing the processes across all lines of business. Respo...
By using Employment Crossing, I was able to find a job that I was qualified for and a place that I wanted to work at.
Madison Currin - Greenville, NC
  • 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. 168