Workforce Management Intraday Analyst

| Chicago | Hybrid
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Title: WFM Intraday Analyst

Department: CSO

 

Summary

 

Position is responsible for managing and reporting on all intraday call center activities including agent schedule adjustments, changes in call center demand and resources, agent schedule and state adherence.

This is a full time, exempt position. The schedule for this position is Monday- Friday 8:00 AM-5:00 PM. Located at either our Chicago or Naperville office. 

 

Responsibilities

 

  • Adjusts agent schedules as needed and appropriate based on provided processes and procedures.
  • Monitors agent state and schedule adherence and advises appropriate parties of any discrepancies or issues to remedy issue.
  • Executes provided ‘lever plan’ to react to changes in either call center demand (call volume and/or AHT) or resources (staffing) in order to maintain required service levels/ASA.
  • Communicates issues and actions taken in reaction to the issues to appropriate call center managers.
  • Serves as a point of contact and coordination for planned activities for agents.
  • Serves as a point of contact and coordination for any system or phone issues affecting the agent population and preventing appropriate servicing of calls.
  • Acts as a liaison between the WFM team (forecasting and scheduling) and the agents and supervisors within the site as needed.
  • Physical requirements include sitting for long periods, talking in front of groups, finger dexterity, hearing and seeing. Environmental requirements include working indoors. Travel may apply.

 

Competencies

 

  • Attention to Detail: Able to maintain accurate records and notes communicating what is needed in a thorough and comprehensive manner.
  • Communication: Able to clearly present information through the spoken or written word; read and interpret complex information; talks easily with all levels of employees; listens well.
  • Customer Focus: Able to demonstrate a high level of service delivery; do what is necessary to ensure customer satisfaction; deal with service failures and prioritize customer need.
  • Decision Making and Problem Solving: Able to take action in solving problems while exhibiting judgment and a realistic understanding of issues; able to use reason, even when dealing with emotional topics; review facts and weigh options.
  • Integrity: Able to be tactful, maintain confidences, and foster an ethical work environment; prevent inappropriate behavior by coworkers; give proper credit to others; handle situations honestly.
  • Policies, Process, & Procedures: Able to act in accordance with established guidelines; follow standard procedures in crisis; communicate and enforce organizational policies and procedures; recognize and constructively conform to unwritten rules or practices.

 

Qualifications

 

    Minimum Qualifications

  • High school diploma or equivalent; Associates Degree or higher from an accredited college or equivalent preferred
  • 2 years related call center experience, WFM experience preferred
  • Effective oral and written communication skills
  • Proficient in the use of e-mail and Microsoft Office suite preferred
  • High degree of proficiency with Microsoft Excel and Access
  • Maintains confidentiality with customer and employee information
  • Proficient in higher level math (e.g. general understanding of queuing theory, time series analysis, etc.)
  • Able to work under minimal supervision
  • Works as a team player
  • General understanding of WFM
  • Ability to work in a diverse work environment
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Location

130 E. Randolph Street, Chicago, IL 60601

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