XTN-94B6478 | WORKFORCE ANALYST

PURPOSE / MISSION 

The Workforce Analyst is responsible for monitoring the call volume, staffing levels, and employee productivity levels for the contact center. Identify and anticipate issues; analyze performance data and available resources to prepare a plan to action. React to changing situations with timeliness and sense of urgency. Provide reports to call center management on calls trends and performance levels. Perform other job-related functions as assigned.    

JOB DUTIES AND RESPONSIBILITIES: 

• Monitor call volume traffic and call-handling activity using established systems. Analyze trends and variances to call levels to determine if they are within acceptable ranges of the forecast plan. These include call volume, AHT, and staff shrinkage
• Report on the status of forecast versus actual workload, trend, planned versus actual agents available, and any changes that are needed for the rest of the day.
• Utilize system data to determine staffing levels and make timely recommendations to management based on real-time current needs.
• Analyze current call volume performance and utilization against current staffing; assess the need for overtime, back-up assistance, or voluntary time off as needed. Monitor outsourcing contact center partner staffing levels and utilization.
• Make real time adjustments for team meetings, training, coaching, and other off the phone tasks as required.
• Monitor and identify any agent who is not in an available state at the start of the assigned shift and report all offenders to Coaches if the absence is unaccounted for.
• Monitor real time adherence/staffing and communicate with contact center team to ensure on/off phone activity is managed efficiently throughout the day. Make recommendations based on KPI level gaps and needs.
• Assure all agent skills are set to correct priority and make skill adjustments as needed to secure KPI’s.
• Work with individual request within the day balancing center and agent needs. Refer agents to their Coaches as needed to resolve challenging situations.
• ​​Answers incoming calls on Workforce planning pilot and documents systems accordingly. ​
• ​​Ensure schedule adherence and the accuracy of employees personal account balances in Alvaria and Sprout. (KMC agents) ​
• Communicates to management any time and attendance policy violations, misuse of Sprout, excessive tardiness, and altering of schedules.