Analyst Service Center Workforce

Description

The purpose of this job is to compile and analyze Member Service Workforce/Service Level needs. Responsible for forecasting, scheduling, reporting and real time management of call center operations. Analyze workforce metrics, trends/patterns and resource allocation to meet organizational needs. Responsible for daily management of service levels and develops and analyzes reports as needed. Requires a considerable degree of operational and strategic coordination with multiple internal and external partners. Maintains awareness levels and ensures staff is informed in a timely manner of relevant policies and processes.

LOCATION:

Remote MACU Footprint

SCHEDULE:

Full Time; typically Mon-Fri 9-6pm MDT

To be effective, an individual must be able to perform each job duty successfully.

Manages member service scheduling (i.e., shifts, training, vacation, meeting, overtime, off-line work, exceptions, etc.) to ensure that daily service level and average speed of answer (ASA) objectives are met.
Monitors multiple increments and daily volume, average handle time (AHT) and staffing requirements to ensure volume is in compliance to member service forecasts. Monitors Real Time adherence, production statistics to ensure production is managed efficiently throughout the day
Generates and communicates productivity reports, staffing issues, performance measures and call statistics to member service.
Demonstrates professional behavior, team work, punctual, dependable, and adheres to company policies & procedures
Develops short term forecasts for member service with a high level of accuracy.
Own forecasting, capacity planning, scheduling, and real time management for member service.
Understand volume and team capacity to engage management in changing levers on or off to achieve a business unit’s desired outcome.—advise management
Maintain a 3 week out planning process for all of member service.

KNOWLEDGE, SKILLS, and ABILITIES

The requirements listed are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

Experience

3-5+ years of similar or related experience; managing workforce via an inbound environment

Experience with Cisco/Calabrio/Kronos or similar Workforce Management Tools preferred

Advanced skills in Microsoft Office (Outlook, Word, Excel)

Experience reviewing data visualization tools/dashboards.

Education

Two year degree or equivalent. Four year degree preferred.

Licenses, Certificates, Registrations

None

Computer/Office Equipment Skills

Intermediate skills with Microsoft Office Suite including Outlook, Word, PowerPoint, and Excel.

Managerial Responsibility

Has no supervisory/managerial responsibilities

Additional Skills and Responsibilities

Audit employee’s attendance for tardiness.
Manage service center attendance line.
Have an understanding of all MACU policies/procedures related to attendance and time off.
Strong data, analytical, and root cause analysis.
High attention to detail.
Experience analyzing, interpreting and summarizing complex data as it relates to contact center & branch operations.
Experience preparing and presenting reports, forecasts, trends and recommendations to the team and management.
Strong leadership skills with the ability to influence without authority.

PHYSICAL ABILITIES / WORKING CONDITIONS

Physical Demands

Ability to talk, hear, sit, use hands to handle or feel and reach with hands and arms consistently. Extended periods of sitting.

Vision Requirements

Close vision (clear vision at 20 inches or less) Distance Vision (clear vision at 20 feet or more)

Weight Lifted or Force Exerted

Ability to lift up to 10 pounds consistently and up to 50 pounds occasionally

Environmental

There are no unusual environmental factors. Typical office.

Noise Environment

Moderate noise (business office with computers and printers, light traffic)

Use of Vehicle