Workforce Optimization Analyst

Outcomes.Com • Orlando, FL

255d

About The Position

Workforce analysts interpret, analyze, read, and make recommendations that improve a workforce with an eye on reducing overhead and increasing customer satisfaction and experience. They serve as a primary point of contact for workforce management policies and are subject matter experts on workforce optimization steps. They ensure service-level targets are being met and maintain the proper headcount while calculating call capacity. Lead morning call performance review and upcoming outlook to maximize customer service responsiveness, preparation, and communications. Own the scheduling functionality of the ‘Workforce Management' system including all inputs and outputs to support operations. Design, build and maintain, dashboards and/or spreadsheets tracking key service statistics. Oversee real time response to events and incidents such as technical outages, application failures, unanticipated facilities closures (safety related) and escalates to appropriate internal and external teams when needed. Analyze and interpret staffing model results by isolating and analyze trends and assess business impacts. Meet with management to review staffing models and to make improvements on future forecasts. Partner with Support leadership to oversee queue management including but not limited to case assignment, routing and providing resource accountability gaps to leadership.

Requirements

• Minimum 5 years of work experience, with 3 years in call center support.
• Bachelor's degree or equivalent work experience in call center support.
• Strong organizational skills and ability to multitask.
• Excellent written and verbal communication skills.
• Proficient in Microsoft Office Suite.
• Ability to align organizational needs with business applications.
• Proficient in Salesforce and other workforce applications preferred.

Responsibilities

• Interpret, analyze, and make recommendations to improve workforce efficiency.
• Serve as a primary point of contact for workforce management policies.
• Ensure service-level targets are met and maintain proper headcount.
• Lead morning call performance reviews and outlooks.
• Own the scheduling functionality of the Workforce Management system.
• Design, build, and maintain dashboards and spreadsheets for key service statistics.
• Oversee real-time response to events and incidents.
• Analyze staffing model results and assess business impacts.
• Meet with management to review and improve staffing models.
• Partner with Support leadership for queue management.

Benefits

• Medical, Dental and Vision Plans
• Voluntary Benefits
• HSA & FSA
• Fertility & Family Planning Benefits
• Paid Parental Leave
• Adoption Assistance Program
• Employee Resource Groups
• Flex PTO for Exempt Associates & up to 15 PTO days in first year for non-exempt associates
• 11 Paid Holidays
• Corporate Wellness Program
• 401k Employer Match & Roth Option Available - immediate eligibility

What This Job Offers

• Career Level: Mid Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: Bachelor's degree