Resource Analyst

Afni - Tucson, AZ

Tucson, AZ

Administrative and Support Services

About the position

The Resource Analyst produces and delivers useful, accurate, and timely information and recommendations to internal and external customers. Incorporates the use of advanced technology to measure, evaluate and report performance. Reduces operational risks through improved planning and execution. Provides and teaches Resource Management processes. Assist other sites with resource management support as needed.

Responsibilities

• Monitors queue to make sure that we are meeting target KPIs and have the right staffing to handle chat/call volume/hours.
• Monitors agents' adherence and updates Empower and other scheduling. Updates and approves Empower requests/exceptions as needed.
• Answer/process operations request/inquiry by answering calls called in through RMG hotline and through emails sent to RMG. Monitor voicemail messages from RMG hotline and sick lines.
• Sends real time reports as needed.
• Analyzes and matches staffing levels including schedules according to client requirements. Reports daily staffing to the client.
• Conducts intraday and intraweek productivity analysis and reporting for opening/closing, billing, online and supplemental training, shrinkage factors (vacation, sick time, meetings), intervals and segments.
• Proactively communicates CCS metrics and recommendations for action to Operations Management. Works with Operations Management to deliver defined Resource Management Process and Procedure.
• Reconciliation of agent time. Ensures data is aligned correctly in Kronos, TCS, Avaya and Cisco systems for each Consultant, analyzes differences, and makes corrections as needed.
• Performs ad hoc tasks/requests needed to meet business needs.