Contact Center Traffic Analyst

Rural King•Mattoon, IL

6d•$40,000 - $46,000

About The Position

As a Workforce Management Analyst, you will manage Contact Center scheduling, forecasting, and real-time operations to ensure staffing levels align with business needs. You will analyze performance data, optimize workforce efficiency, and partner with leadership to maintain service levels and support a positive customer and associate experience. The role owns schedules, forecasts, and intraday decisions that keep service levels on target and support associates.

Requirements

At least 2 years of workforce management, scheduling, or Contact Center operations experience, or an equivalent combination of experience and education.
Proficiency with Microsoft Office Suite, particularly Excel, for data analysis and reporting.
Proficiency with, or ability to quickly learn, workforce management software and ACD/reporting systems.
Excellent verbal, written, and interpersonal communication skills.
Ability to meticulously review and analyze information, identify errors or inconsistencies, and maintain accuracy.
Ability to analyze and optimize complex processes to achieve operational excellence.
Time-management skills, including planning, scheduling, and allocating resources to meet objectives.
Ability to manage multiple tasks with a proactive, results-driven approach.
Adaptability in response to changing priorities, unexpected challenges, and evolving business needs.
Ability to make sound professional decisions by evaluating options and relevant factors to achieve desired outcomes.
Strong problem-solving skills to identify and address issues quickly and minimize delays or disruptions.
Ability to maintain a seated or standing position for extended durations.
Ability to navigate and access all facilities.
Ability to communicate verbally with others in person and via electronic devices.
Close vision for computer-related tasks.
Ability to lift 15 pounds periodically.

Responsibilities

Own the end-to-end Contact Center scheduling process, building and publishing associate schedules that balance staffing requirements, service-level goals, and associate preferences.
Forecast contact volume, average handle time, and staffing requirements using historical trends and business drivers to create short- and long-term forecasts.
Monitor real-time queues, adherence, and service levels, and adjust staffing, breaks, and skill routing in response to changing demand.
Partner with Contact Center leadership to identify staffing gaps or surpluses and recommend hiring, overtime, or schedule adjustments.
Analyze historical performance data to identify trends, causes of service-level misses, and opportunities to improve forecast accuracy.
Build and maintain reports and dashboards tracking workforce management metrics, including service level, occupancy, adherence, shrinkage, and forecast accuracy.
Configure and maintain the workforce management system, keeping schedules, forecasts, and business rules accurate and current.
Coordinate with Contact Center trainers and supervisors to schedule training, meetings, and other non-phone activities while maintaining coverage.
Communicate schedule changes, forecast updates, and intraday adjustments to leadership and associates.
Take ownership of challenging assignments and implement innovative solutions.
Partner across departments on initiatives intended to produce positive business outcomes.
Participate in learning initiatives, including training programs, workshops, and webinars, to gain knowledge, refine skills, and stay current on developments.
Provide friendly, proactive, and professional support to internal and external contacts, responding promptly and effectively to inquiries, concerns, and issues.
Demonstrate Rural King's values: People First, Integrity, Attitude, Initiative, Teamwork, Accountability, and Continuous Improvement.
Perform other duties as assigned.