Workforce Operations Analyst

United Way of Connecticut Inc • Rocky Hill, CT

4d • Onsite

About The Position

The Workforce Operations Analyst is responsible for analyzing, forecasting, and reporting on call volumes for a multi-skilled contact center. The Workforce Operations Analyst uses real-time call volumes and specialized workforce management technology to forecast future call volume and to develop staff schedules to ensure optimum efficiency as well as acceptable service levels, abandon rates, and key performance indicators (KPI’s) in a 24/7/365 environment. This position strives to fulfill the mission of United Way of Connecticut (UWC) at all times while at work.

Requirements

• Bachelor's or Associate’s degree in technology, operations, business, or mathematics-related field.
• Certified Workforce Management Professional designation desired.
• Minimum of three years’ work experience involving workforce planning in a call center environment.
• Demonstrated understanding of workforce management and contact center technology, vocabulary, and key performance indicators.
• Strong analytical and reasoning skills to collect and interpret data, solve problems, and identify opportunities leading to improved client-centered outcomes and processes.
• Track record of making sound decisions quickly in a fluid work environment and to accept responsibility for those decisions and their impact on staff, costs, and/or quality of service.
• Ability to regularly make independent and sound judgments regarding contact center staffing needs and to resolve variations in performance.
• Strong interpersonal skills to develop productive working relationships
• Excellent verbal and written communication and presentation skills.
• Ability to multi-task in a fast paced environment.
• Ability to work a flexible schedule, including nights, weekends and holidays.
• Ability to perform job with integrity and values consistent with the UWC Mission.

Nice To Haves

• Certified Workforce Management Professional designation

Responsibilities

• Using specialized workforce management technology, prepares daily staffing schedule, considering planned and unplanned events (such as vacation, trainings, meetings and special projects) to ensure staffing levels meet expectations of program, clients, and funders.
• Monitors all real-time activities of the Contact Center as well as Contact Center Specialist’s productivity and performance to ensure operational goals are met. Highlights staffing and performance variances and recommends solutions to reduce costs and maintain or improve the client experience to the Director, 211 Contact Center Operations.
• Monitors call volume, Average Handling Time and staffing trends to forecast staffing needs.
• Based on independent analysis of variations in contact center performance, recommends solutions to staffing gaps to Director, 211 Contact Center Operations either in planning process or through intra-day management.
• Prepares staffing demand and supply forecasts to support maximum workforce effectiveness.
• Recommends, develops and reports quarterly metrics for UWW score card.
• Performs analyses and prepares daily, weekly, monthly, annual and ad hoc reports, including but not limited to staffing trends and forecasts for management and external partners.

Benefits

• An outright 5% 401(k) contribution.
• 25 days of Paid Time Off in a calendar year – you begin accruing immediately!
• 13 paid holidays per year or special pay for worked holidays
• Generous health benefits including 80% coverage of your medical plan premium and deductible.
• Tuition reimbursement after 1 year
• Employment at UWC counts toward Public Service Student Loan Forgiveness.
• Supportive, culturally diverse, and inclusive company culture.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree