Analyst, Workforce

Job Summary:

The Workforce Analyst is responsible for analysis related to the planning and management of contact center employees such as planning, forecasting, modeled staffing, unmodeled staffing, volume projections, financial planning of advisor payroll, vendor volume allocations and shortfall fees, agent volumes and staffing needs for one or more contact center business(es) that includes internal and vendor groups to ensure Call Agent resources are maximized across the organization. This position works closely with the business Leadership and the Site Resource Management team to develop qualitative and quantitative analysis of various strategic business initiatives.

Job Duties/Responsibilities:

• Analyzes contact center trends and data from various sources to help answer questions related to workforce staffing needs and efficiencies for phone and/or non-phone channels (offline, chat, email, etc.)
• Communicates data insights and makes recommendations through presentations and spreadsheets in a clear and concise manner
• Prepares reports for business leaders based on analysis such as yearly, monthly, daily and intraday call volume, average handle time, staffing forecasts
• Recommends or instructs teams on changes that need to occur based on analysis
• Partners with internal and/or vendor teams to align skilling and staffing support contact volume needs as needed
• Gathers and tracks historical data at the business, site and/or network level such as absenteeism, attrition, management investment, call volume, productivity, service level performance and staffing adherence
• Communicates with business leaders and site management on workforce data findings in order to derive solutions that meet the needs of the business
• Provides proactive, solutions-oriented support for the Call Center management and Workforce Management teams and continuous improvement of workforce processes, policies and procedures
• Ensures sufficient time is planned to support the business needs through training, individual representative development, and team meetings
• Works independently where work is reviewed, typically after the fact, though guidance is available on an ongoing basis from Manager or more experience professionals
• Advises and leads the business in determining workforce needs and business decisions such as hours of operation, volume reallocation, vendor shortfalls at the remote sites based on forecasts and analysis
• Provides workforce management details surrounding roll-out of projects, plans and initiatives that affect the business and may audit certain workforce processes
• Benchmarks other call centers to ensure we are utilizing current technology and the best methodology for forecasting staffing needs

Job Requirements:

• Ability to perform accurate data analysis for complex business groups
• In-depth knowledge of Excel and other Windows based programs used to warehouse, track, and analyze data
• Work-related analytical skills
• Strong verbal and written communication skills
• Ability to follow set process flows and procedures
• Ability to communicate in spoken and written English well enough to be understood by direct reports, supervisors, co-workers, and customers
• Ability to enter data and maneuver efficiently using a keyboard, operate a mouse, use telephone and headset equipment, and listen while keying information into the system
• Ability to meet the physical requirements of sitting and some standing and walking, with bending and reaching as necessary
• Ability to demonstrate self‐control by maintaining composure and keeping emotions in check even in difficult situations
• All employees/associates may in the course of their duties come in contact with Credit / Debit Card Data. If this data is exposed as part of their position in the site/center, the associate must protect that data as directed and required by the compliance team to ensure SHC's compliance to current Payment Card Industry (PCI) Data Security Standards (DSS)

Preferred Skills:

• Proficient skill in call center workforce management software
• Experience with Aspect eWFM
• Experience with skill-based routing

Equal Opportunity Employer / Disability / Vet.