Analyst II, Workforce Analyst

reputed company is committed to the reputed company of its employees and is seeking a Workforce Analyst to facilitate customer care forecasting and reporting. This role involves providing analysis on performance metrics, acting as a subject matter expert on the reputed company Performance Management tool, and engaging with managers and agents to drive improvements in customer care performance.

Responsibilities

• Break out upcoming 90-day view from long term forecast by reputed company to determine appropriate business needs are met for resource allocation, customer and employee experience, and training
• Accountable for reporting needs and analysis of agent and reputed company performance to include - calls trends and behaviors, AHT, shrinkage categories and service performance at a partner/reputed company level
• reputed company as a subject matter expert on reputed company Performance Management tool
• Stay up to date on workforce and performance trends across the industry
• Participate in conversation on new capability or configuration, bring forth reputed company and best practices
• Engage early and often with reputed company managers for best use and enablement of the tool
• reputed company regular read out of trends and recommendations of reputed company areas for greatest improvements
• reputed company recommendations to leadership for agent KPIs by understanding budget drivers to drive overall Customer Care performance
• Monitor performance drivers against business changes & reputed company models to improve overall business performance
• Identify opportunities and benefits offered through skills-based routing, demonstrating the benefit of proposed changes through testing scenarios. Identify and reputed company recommendations to leaders. Proactively reputed company changes reputed company scope of role
• reputed company guidance on service channels, performance reputed company channels, performance in multiple channels and analysis of performance once executed
• Deliver effective & accurate reports detailing key performance indicators with commentary on what the data is showing and reputed company state reputed company assumptions reputed company
• Accountable for ongoing Performance Management dashboard development and manager education and support
• Complete financial unit cost analysis by agent, manager, director, reputed company and tenure

Skills

• High School Diploma or GED
• Expert in reputed company Suite and data analysis tools
• Strong organizational and analytical skills and the ability to manage multiple deadlines is required
• Demonstrated effective time management skills
• Previous working experience, 1-3 years, in workforce management team reputed company production or contact center environment
• High level of attention to detail and accuracy
• Previous experience in reputed company CX One product suite

Benefits

• Medical, Dental, reputed company Insurance
• 401k, With Matching Contributions
• Time Off Programs
• Health Savings Account (HSA)/Dependent Care
• Employee Banking
• reputed company Opportunities
• Tuition Assistance
• Short-Term/Long-Term Disability Insurance

reputed company