Workforce Analyst

Location: Fort Wayne, IN
Date Posted: 08-16-2017
Workforce Analyst
Location: (On-site) Fort Wayne, IN

Our Workforce Analyst is the subject matter expert on all core workforce functions including budgeting, capacity planning, forecasting, scheduling and real time monitoring. They will complete these functions and ad hoc requests as needed and provide recommendations for process improvements to increase efficiencies within the team and the customer care organization.

Needle in a haystack spotting score (HIGH)     Crystal ball reading abilities (HIGH)     Zen master level (HIGH)
We have:
  • Outstanding teams of 200+ associates who are deserving of your engagement
  • A fast paced call/contact center environment with MANY moving parts
  • An environment where you can be mentored to become the best possible you
  • A rock solid WFM team across 4 centers that support one another

You have:
  • Bachelor’s degree or equivalent work experience
  • 2 + years WFM in a multi-site contact/multi-time zone center
  • Experience with multiple WFM software products
  • Expert level Excel skills (complex calculations, pivot tables creation/manipulation, external data links, macros and VBA)
  • Understanding of data mining/SQL
  • Strong math and PC skills with an understanding of statistical methods
  • Demonstrated knowledge and understanding of key call center performance metrics such as service level, AHT, adherence, etc.
  • Experience with workforce management products (Verint) and phone switch monitoring applications.
  • Ability to exercise independent judgment and selects criteria to set standard procedures
  • Experience to create formal networks involving coordination across multiple groups
  • Great people skills to build strong relationships within team, support departments and networks externally within all areas of company industry

If you meet the above criteria you could be just the one we’re looking what we’re looking for – SO APPLY ALREADY!
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