CoServ

Workforce Analyst

Corinth, TX

Full-time

About This Job

Position Summary

The Workforce Analyst will provide focused expertise in relation to contact center forecasting, service level, staffing requirements, scheduling and project planning. They will gather, validate, and document staff requirements for all contact center channels of communication (ACD calls, e-mail, and live chat). In addition, the Workforce Analyst will make recommendations to contact center leadership that facilitate increased departmental efficiency. This role reports directly to the Contact Center Manager.

Primary Position Responsibilities

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Provides forecast for efficient handling of ACD calls, e-mail, and live chat

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Creates and maintains staffing model for the contact center

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Provides work schedules for all new Customer Care Specialists

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Adjusts break and lunch schedules on a real time basis so that service level is not impacted by spikes in call volume

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Reviews and approves all time off requests for Customer Care and Correspondence Specialists.

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Identifies opportunities for process improvement and makes recommendations to contact center leadership to facilitate improvements in efficiency

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Conducts real time monitoring of service levels, incoming workloads, and schedule adherence

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Schedules all CoServ University courses and recurring training for contact center personnel

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Schedules all team meetings, one on ones, coaching sessions and quality huddles

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Assigns outbound campaigns, offline activities, and tickets to personnel as necessary.

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Provides bi-hourly pulse report to include calls offered, abandoned, handled, service level, average speed of answer (ASA), shrinkage, and absenteeism

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Provides daily recap report to include performance from previous day and any factors that adversely impacted service level

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Builds and maintains positive working relationships with all levels of contact center personnel

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Maintains and inputs agent data for scorecards

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Complies with established CoServ safety and operating rules, procedures and guidelines including reporting unsafe practices to a supervisor.

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Complies with established CoServ Information Security Handbook, policies, procedures, and guidelines including reporting suspected information security incidents to Client Services.

Secondary Position Responsibilities

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Attends required company training.

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Maintains effective working relationships with other departments and individuals.

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Attends workshops and conferences as required to monitor and stay informed of industry developments and trends, new technologies, and other issues or decisions which might affect Company’s objectives and policies.

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Performs other duties and activities as directed.

Supervisory Responsibilities

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None

Position Requirements

Experience, Education and Certifications Required

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High School Diploma or G.E.D equivalency.

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Two (2) years of workforce planning experience

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Performing statistical analysis and modeling techniques.

Experience, Education and Certifications Preferred

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Four (4) years of workforce planning experience.

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Two (2) years in the utility industry.

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Direct experience with workforce management software (NICE, Five9, GENESYS, Etc.).

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Direct experience with Zendesk and NICE.

Skills and Abilities Required

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Advanced proficiency with MS Office (Excel, Word, Access, etc.).

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Strong analytical, problem-solving and math skills.

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Ability to effectively communicate both orally and in writing.

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Strong customer service skills.

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Strong critical thinking and judgement skills.

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Strong multi-tasking skills.

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Ability to work independently.

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Proficiency with Mitel and Brightmetrics reporting suite.

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Ability to work with a diverse group of people, build relationships and establish

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Ability to adjust priorities and manage time wisely in a fast-paced environment.

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Ability to maintain accurate reports, records, and documentation.

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Ability to listen effectively.

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Ability to present data in a clear and concise manner.

Skills and Abilities Preferred

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None

Physical Requirements

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Indoor, office environment.

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Operates office equipment such as a computer, telephone, fax machine, copier, etc.

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Ability to lift a minimum of 25 pounds.

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Ability to drive occasionally.

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Ability to sit for long periods of time.

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Requires frequent sitting, standing, walking, bending, and reaching.

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Travels to conferences, as necessary.

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Uses computer for extensive periods of time.

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Works extended hours as needed or directed.

Other Requirements

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Must have and maintain a valid Texas driver's license.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

Workforce Analyst

About This Job

Position Summary

Primary Position Responsibilities

Secondary Position Responsibilities

Supervisory Responsibilities

•None

Position Requirements

Experience, Education and Certifications Required

Experience, Education and Certifications Preferred

Skills and Abilities Required

Skills and Abilities Preferred

•None

Physical Requirements

Other Requirements

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