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Senior Workforce Analyst

Company: Assurant
Location: Key Biscayne
Posted on: September 1, 2021

Job Description:

The Senior Workforce Analyst position will be the subject matter expert on all core workforce functions including capacity planning, reforecasting, scheduling, real time monitoring and communicating intraday contact center performance in support of contractual obligations and organizational goals for multiple clients, campaigns, products and sites. They will complete these functions and ad hoc requests as needed. They will provide recommendations for process improvements to increase efficiencies within the team and WFM organization. Reports to Workforce Planning Supervisor(s).

This is a remote position.

  

Key Responsibilities:

  • Optimal schedule analysis

  • Ensure weekly schedule alignment within internal and external sites

  • Completion, coordination, and oversight of complex ad hoc analysis

  • Automation of existing department functions and process documentation and improvement

  • Point of contact for leadership – manage relationships across teams internally and externally

  • Assists Supervisor and WFM staff in a broad range of assignments and projects

  • Establish and maintain communications channels regarding events that impact contact center performance and workload

  • Communicate necessary adjustments to staffing based on changing/dynamic forecasts

  • Monitors and responds to Real Time Adherence (RTA), queue activity, and service levels

  • Analyzes intraday and historical performance to respond/plan appropriately in order to achieve operational service goals

  • Identify call volume trends and averages on an intraday, weekly, monthly, etc. basis

  • Manages the analyses of daily, weekly, and monthly reporting of site performance via Key Performance Indicators (e.g., service level)

  • Collaborate with internal and extenal customers- other teams, departments, and contact center staff to identify opportunities for improvement of resource utilization and to achieve service goals

Basic Qualifications:

  • High School Diploma or GED

  • Minimum 3 years' experience in a contact center

  • Minimum 3 year experience in a WFM or WFM related role

  • Entry level skills in MS Office (Excel, Word, Outlook)

Special Skills required:

  • Professional verbal and written communication skills. 

  • Possess the professional experience and aptitude to address escalated issues with a positive outcome

  • Strong analytical, communication and organizational skills.

  • Knowledgeable of Microsoft Office applications, particularly Excel.

  • Demonstrates reliability and strong customer service skills 

  • Works well with frequent interruptions, deadlines, creative thinking, handling multiple projects simultaneously, and making decisions based on incomplete information. 

  • Works well with minimal supervision and with some latitude for self-directed action.

  • Experience with multiple WFM software products – Aspect preferred

  • Experience with multiple ACD platforms (eg. Avaya, Cisco, etc)

  • 3+ years of experience in a multi-site/multi-channel environment

Keywords: Assurant, Key Biscayne , Senior Workforce Analyst, Other , Key Biscayne, Florida

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