Absence Workforce Analyst

ComPsych Corporation•,

3d•$47,000 - $67,000•Onsite

About The Position

The Absence Workforce Analyst will provide management and oversight of the daily call center phone activity to assure the highest level of efficiency and service delivery. The Absense WFA must have strong attention to detail, creative staffing strategies, customer service experience, commitment to quality, and be comfortable working in a structured fast-paced call center environment. The Absence WFA will work in collaboration with the WFM team and report to the Absence Workforce Manager.

Requirements

Experienced Workforce Management Analyst with Genesys knowledge is required
Schedule availability from 7:30amCST – 09:30pm CST
Proficient in Excel
Effective written and verbal communication skills
The ability to think critically by gathering information, evaluating options, and implementing the best solution
Focus on achieving goal-oriented results
Demonstrates flexibility on the job and a willingness to learn new methods, procedures or techniques
Function as a team player, striving to learn and strengthen the team as a whole
Demonstrate reliable and consistent attendance

Nice To Haves

Bachelor’s degree preferred, advanced degree a plus

Responsibilities

Monitor real-time queue and adherence to ensure SLA and response times are met. Evaluating peaks in customer interaction volume to respond to any fluctuations
Coordinate coverage and completion of real-time intra-day, daily, weekly, and monthly deliverables; including forecast, schedules, and reporting. Delivering all scheduled reports based on established deadline.
Partner with staff, leaders, and peers to identify opportunities based on analysis of available data; translating into action plans for improved performance.
Perform updates to agent profiles, skilling, schedules, etc. Maintain accurate data within WFM by tracking attendance, attrition, agent readiness, and leave of absence.
Maintain and update procedural documentation to ensure accurate and standardized processes are being followed across the team.
Generate reports to update management on performance, agent adherence, and production. Analyzing this data to provide recommendations for improvement
Maintain a positive work environment that supports high performing teams, multi-skilled agents.
Providing information to operational leaders on agent productivity and adherence
Other duties as assigned