• Workforce Analyst

    ID
    2019-3519
    Pos. Category
    Client Service
    Location : City
    Phoenix
    Location : State/Province
    AZ
    Created Date
    11/14/2019
    Type
    Regular Full-Time
  • Overview

    We have the need for a Workforce Analyst to join our team in the Phoenix location. We are a company that values our employees and are motivated to provide an exceptional service experience for all of our clients through living our Core Values: INTEGRITY, TEAM, INNOVATION and PRIDE. 

     

    $15 to $18 per hour

     

    Responsibilities:

    • Develop a strategy that is driven by and complements our organizational strategy.
    • Managing the day-to-day operation of the queues
    • Drive a culture and work environment that makes the Lexington team a highly desirable place for employees to work.
    • Develop and improve processes and procedures to standardize specific workforce management functions.
    • Analyze call volume patterns to optimize employee shifts, lunches, and breaks along with other off-phone activities.
    • Adjust workforce requirements based on changing/dynamic forecasts.
    • Ensure schedules are generated on a weekly basis that support forecasted arrival patterns.
    • Manage and analyze operational and workforce data to review and reforecast requirements.
    • Identify call volume trends and averages on a monthly and quarterly/seasonal basis.
    • Capture, store, and report on historical statistics.
    • Establish and maintain communication channels regarding events that impact call volumes.
    • Collaborate with key business partners and staff to identify opportunities for improvement of resource utilization and service levels.
    • Partner with WFM Manager regarding forecasting/planning based on experience and trend analyses.
    • Partner with staff and leadership (e.g., Site Directors, Business Managers, and Supervisors) within and across multiple sites to identify business opportunities based on analysis of reports.
    • Partner with Telecom and Technology teams to identify business opportunities based on analysis of reports.
    • Analyze, develop action plans, to remedy service delivery and/or service level gaps.
    • Create and produce regular reports on historical data and forecasting results.
    • Manage all scheduling-related communications to the site.
    • Analyze call volume patterns to manage work shifts, lunches, and breaks.
    • Collaborate with supervisors to identify and track both planned and unplanned absences.
    • Advise Director/Manager regarding forecasting/planning based on actual experience and trend analyses.
    • Analyze, develop action plan, and resolve service delivery and/or service level issues.
    • Create and produce regular reports on historical data and forecasting results.
    • Generate regular reports to the management team on staff adherence to schedule.

     

    Qualifications:

    • CMS (Call Management System) experience; use of Avaya Products highly preferred.
    • Workforce Management tools experience; usage of Verint highly preferred (other WFM tools such as IEX are acceptable). 
    • Demonstrated ability to develop, lead, and execute against action plans. 
    • Excel and MS Office skills and experience.
    • Must have the ability to convert raw data into metrics and workforce management strategy.
    • Excellent communication skills both oral and written.
    • Ability to work up, down, and across multiple departments with the ability to bring groups to consensus.
    • Avaya Proactive Dialer experience preferred.

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