Workforce Management - Business Analyst

Illinois  ‐ Onsite
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Keywords

Description

This position is for part time, primarily for 32 hours a week. This position is also for third shift, one day during the week and a 12 hour shift on weekends to cover the night.

Duties:
  • Drive service levels to the optimal level through analysis of trends and performance
  • Handle volume management and analysis including increase/decrease in offline activities and requirements to maximize efficiency
  • Process intra-week time off requests and trades in accordance with defined WFM processes
  • Monitor Real Time adherence and alert call center personnel to ensure customer service levels are met
  • Monitor multiple customer call routing screens to ensure call center efficiency
  • Deliver reports via MS Office/Word/Excel/Access and Aspect's WFM as required ensuring complete communication of performance and expectation changes
  • Communicate changes in intraday business needs
  • Manage intraday staffing levels
  • Monitor Real Time agent work state reports
  • Approve discretionary activities to increase occupancy
  • Increase staffing levels or modify call routing to increase service levels
  • Administration of intraday schedule changes
  • Communicate identified intraday risks to management and other intraday analyst
  • Perform other duties and assignments as directed
SKILLS:

Qualifications:
  • Bachelor's degree preferred
  • Experience with Microsoft Word and Excel to create spreadsheets and data files
Technical competence:
  • Must have a minimum of two years experience with one or more Workforce platform program(s) ( Blue Pumpkin, Genesys, WFM,) Aspect WFM preferred
  • Strong problem solving/troubleshooting skills with ability to analyze data and summarize through demonstrated analytical skills
  • Ability to meet deadlines in a fast paced environment
  • Ability to multi-task through shift and prioritize responsibilities to meet deadlines
  • Verbal/written communication skills to support various levels of management
  • Strong mathematical, analytical, communication, and organization skills
  • Self-motivated and must excel in a minimally managed high profile position
  • Knowledge of call center fundamentals
  • Previous experience with ACD, Workforce management, and Real Time management experience desired
Start date
n.a
From
Synectics
Published at
17.10.2013
Project ID:
614291
Contract type
Freelance
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