• Workforce Analyst

    Location CR-Heredia
    Posted Date 1 month ago(5/22/2018 5:30 PM)
    Job ID
    2018-1350
    # of Positions
    1
    Category
    Customer Service/Support - Customer Service
  • Job Summary

    Will be responsible for all Workforce Management related functions for Customer Service Operations.

    The Contact Center Operations support includes implementing WFM tools, forecasting of workload, scheduling resources; develop workforce strategies to enable the business to meet client expectations employee targets and work financially for Auxis. Will oversee daily activities related to the staffing schedule of a Contact Center to maximize the forecasted and real-time utilization of resources; analyze and recommend part/full-time and flexible schedules for Operations associates.

    Responsible for recommending headcount increases and decreases, determining and communicating work schedules and resources for various workload queues. Will work with Operation leaders to ensure adequate staff, coverage by interval, as well as, develop contingency plans during times of peak demand, system problems or disasters. Will participate in post-mortem analysis of problems and provides input for future process improvements.

    Oversees persons responsible for support of the process and technical direction of the customer service applications to enable Service Operations and other customer service functions to achieve their goals. Performs all necessary supervisory functions (i.e. goal setting, performance evaluations) to effectively and efficiently manage staff associates.

    Responsibilities

    • Prepare annual and monthly hiring forecasts.
    • Responsible for forecasting.
    • Oversee creation and maintenance of agent schedules based on volume forecasts, skills and work rules.
    • Provide support, coaching and development to corporate schedulers.
    • Serve as expert and main point of contact for Workforce Management.
    • Develop and evaluate recommendations for new methods, procedures and implementation plans.
    • Identify areas for continuous improvement. 
    • Helps reduce labor Cost for program.
    • Understands to manage Capacity Planning for the Program, staffing needs at the interval level in order to achieve SLs and contract specific KPIs.

    Skills and Experience

    • 3-6 Years’ experience in Workforce Management, preferably in contact centers with at least 100 employees.
    • Bachelor degree preferred, or 3 plus years relevant work experience.
    • Strong English communication skills both orally and written-  85%+  (B2+)
    • Experience with Workforce Management software (scheduling, performance tracking, reporting)
    • Demonstrated strong analytical skills, with emphasis on forecasting.
    • Ability and willingness to learn new software applications.
    • Skills in complex problem solving, judgment, critical thinking and decision making.
    • Ability to be highly organized with an emphasis on accuracy and timeliness.
    • Ability to organize information and have attention to detail and accurately follow procedures.
    • Ability to work alone with minimum supervision and with others in a team environment, occasionally under time pressure and on several tasks at the same time.
    • Ability to effectively communicate orally and in writing with co-workers, management team, clients, including being sensitive to professional ethics.
    • Ability to sit the entire work day viewing a computer monitor.
    • Ability to work occasionally evenings and weekends to meet deadlines.

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