Junior Workforce Analyst

This position is responsible for insuring goals are met through intra-day management of shifts, skills and changes to plan. Additionally, this position manages schedules for the call center and affiliate teams to properly anticipate needs.

Core Duties and Responsibilities:

• Analyzes call volume patterns to manage work shifts, lunches and breaks
• Maintains communication channels regarding events that impact call volume
• Reacts to fluctuations in intra-day performance based on established procedures and alerts leadership of any unusual conditions
• Responsible for intra-day adjustments to schedules and resource allocation to minimize impact of daily operational activities and events
• Provides intra-day updates
• Tracks operational teams’ training, meetings and other off-phone activity on a daily basis making necessary schedule adjustments
• Acts as tier 1 triage for IT/phone related issues by coordinating with the appropriate groups and acting as escalation point through resolution
• Participates in weekly operational meetings and makes recommendations for workflow improvements based on identified trends
• Edits ADP timecards, completes associated help desk tickets, enters PTO as needed, and completes end-of-pay-period tasks
• Monitors schedule compliance and schedule efficiency; to include real-time monitoring of break and lunch schedules, tardiness, and/or early departures
• Provides recommendations to the Workforce Manager to ensure productivity goals, performance standards and service levels are met
• 2 onsite days per week is an essential function of this position
• Additional duties as needed

Position Requirements:

• 6+ months of Workforce experience in a call center setting preferred
• Intermediate knowledge of workforce management software preferred
• Strong analytical, problem solving and decision-making skills
• Ability to effectively prioritize
• Strong communication and interpersonal skills