Contact Center Staffing Analyst- Remote

The US Oncology Network•Dallas, TX

18h•Remote

About The Position

The Contact Center Staffing Analyst provides workforce intra-day support, analytics, reporting, and other scheduling support to the Contact Center Operations organization. Supports and adheres to the US Oncology Compliance Program, to include the Code of Ethics and Buisness Standards.

Requirements

Bachelor’s degree in a related field required (Master’s degree preferred).
Four years of overall work experience in a call center workforce management environment.
Previous experience with forecasting, scheduling, real-time adherence and intra-day queue management in a contact center, utilizing enterprise workforce management software (e.g., Aspect, Verint, NiCE, Pipkins, Calabrio).
Must be familiar with ACD and/or CRM systems such as Cisco, Avaya, SAP, Salesforce, etc.
Intermediate to advanced MS Excel skills required.
Experience with office software, such as MS Outlook, MS Word, MS Teams or Skype, etc.
Strong verbal and written communication skills required.
Solid understanding of contact center metrics, and their dynamics, including service level, handle time, contact volume, force-to-load, etc.
Must demonstrate an ability to translate complex mathematical concepts of contact center into understandable, actionable business plans at all levels.
Very strong attention to detail required.
Must be able to work in a fast-paced, team-oriented environment.
Work may require sitting for long periods of time; also stooping, bending, and stretching for files and supplies.
Occasionally lifting files or paper weighing up to 30 pounds.
Requires manual dexterity sufficient to operate a keyboard, calculator, telephone, copier, and other office equipment.
Vision must be correctable to 20/20 and hearing must be in the normal range for telephone contacts.
It is necessary to view and type on computer screens for prolonged periods of time.

Nice To Haves

Master’s degree preferred.

Responsibilities

Actively monitor intra-day queue activity for agent availability, contact load, and agent skill balance. Coordinate with contact center business leaders to adjust staff work and other assignments as necessary.
Generate routine contact center performance reports; provide contextual information and analysis in support of quantitative results.
Utilize enterprise workforce management software tools to create work schedules for assigned work group.
Enter real-time exceptions into workforce management tracking system (absence, tardiness, trainings, meetings, etc.)
Coordinate with other departments to manage and ensure required non-phone activities are properly prioritized within acceptable time frames.
Identify changes in contact volume and reallocate resources when workload requires, recommend real-time change and identify efficiency opportunities.
Assist with entering agents into workforce management system with on boarding and off boarding.
Add or remove skills as needed in some circumstances.