Workforce Management Technical Analyst
About The Position
The Technical Analyst, Workforce Management, helps provide a seamless and consistent customer service interaction experience. The analyst monitors metrics to improve key performance indicators (KPIs) and analyzes data to provide insights and identify trends that can help improve operational efficiency and evaluate the effectiveness of Omnichannel strategies, optimization, and patient engagement. The Analyst supports staffing optimization by load-balancing skills/queues/resources to help ensure service levels are met. The Analyst supports generating agent reports and dashboards to track metrics related to workforce management, such as staffing levels, overtime, and employee productivity. The Analyst builds employee schedules and adds exceptions, approves or denies time off requests, and monitors agent productivity. The Analyst analyzes workforce data such as forecasting, staffing models, and metrics to provide insights and a Root Cause Analysis that can help improve operational efficiency. In addition, the Analyst configures, updates, and maintains Workforce Management software. The Analyst provides support for technical issues related to Workforce Management and systems. Lastly, the Analyst provides ongoing support to help staff adapt to new technologies and partners with and supports IT/Telecom to diagnose and quickly resolve Omnichannel technical issues.
Requirements
- BS or BA degree or equivalent combination of education and work experience.
- Minimum of 2 years of relevant experience with Contact Center Customer Service metrics and/or analytics.
Nice To Haves
- Workforce Management experience is preferred.
- Project Management experience is preferred.
- Project Timeline experience is preferred.
- Leadership, Contact Center Customer Service, Project Management, or a background in Analytics.
- Workforce Management Software experience preferred; NICE, IEX, Kronos, Genesys, Blue Pumpkin, TCS, or any WFM-related software.
Responsibilities
- Monitors metrics to improve key performance indicators (KPIs).
- Analyzes data to provide insights and identify trends that can help improve operational efficiency and evaluate the effectiveness of Omnichannel strategies, optimization, and patient engagement.
- Supports staffing optimization by load-balancing skills/queues/resources to help ensure service levels are met.
- Supports generating agent reports and dashboards to track metrics related to workforce management, such as staffing levels, overtime, and employee productivity.
- Builds employee schedules and adds exceptions, approves or denies time off requests, and monitors agent productivity.
- Analyzes workforce data such as forecasting, staffing models, and metrics to provide insights and a Root Cause Analysis that can help improve operational efficiency.
- Configures, updates, and maintains Workforce Management software.
- Provides support for technical issues related to Workforce Management and systems.
- Provides ongoing support to help staff adapt to new technologies.
- Partners with and supports IT/Telecom to diagnose and quickly resolve Omnichannel technical issues.
Benefits
- Medical, Dental and Vision insurance
- 403(b) Retirement savings plans with employer matching contributions
- Flexible Spending Accounts
- Commuter Flexible Spending
- Career Advancement & Development opportunities
- Paid Time Off & Holidays
- Paid CME Days
- Malpractice insurance and tail coverage
- Tuition Reimbursement Program
- Corporate Employee Discounts
- Employee Referral Bonus Program
- Pet Care Insurance
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
