Workforce Analyst - Contractor

Corpay • Wichita, KS

377d

About The Position

The Workforce Analyst - Contractor position at Corpay involves managing service level agreements within the Lodging line of business. The role is crucial for ensuring optimal staffing levels and operational efficiency in a hybrid work environment. The analyst will collaborate with various teams and report directly to the Workforce Management Manager.

Requirements

• Bachelor's Degree or equivalent experience.
• Some previous contact center Workforce Management experience is required.
• Experience with call center forecasting in a multi-skilled Workforce Management environment is preferred.
• Experience with enterprise call center management software, such as Avaya, Cisco, or NICE inContact preferred.
• Proven problem-solving skills, identifying root causes and solutions through critical thinking.
• Ability to thrive in a fast-paced environment with changing priorities.
• Strong Excel skills are required.
• Working knowledge of Microsoft Office applications, including Word, Outlook, and PowerPoint.
• Extremely detail-oriented and organized.

Nice To Haves

• Experience with call center forecasting in a multi-skilled Workforce Management environment.
• Experience with enterprise call center management software, such as Avaya, Cisco, or NICE inContact.

Responsibilities

• Managing call volume, daily attendance, and program break schedules to ensure adequate agent coverage.
• Assisting with the creation of metrics and targets for services.
• Monitoring agent status in real-time using CMS and Nice WFM.
• Monitoring inbound operations to ensure optimal staffing levels, including call volume and project lists.
• Responsible for hourly/bi-hourly Intraday Reporting.
• Managing real-time schedules, including break and lunch optimization and schedule changes.
• Working closely with the operations team to analyze and improve delivery processes.
• Generating ideas for process and service improvement planning.
• Assisting with projects and other duties as requested or assigned.

Benefits

• Home office set up
• Company-issued equipment
• Formal, hands-on training

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Personal and Laundry Services
• Education Level: Bachelor's degree