Workforce Analyst

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We're always looking for bright individuals to join our growing organization. As a part of the First Financial Family, we will invest in your development and provide a dynamic work environment where you're challenged, valued and empowered every day. We strive to be the best destination for the industry's top talent, creating a diverse, collaborative workplace that celebrates innovation and change. We are one team, working together to get things done.

Job Description:

Office Location:

Abilene, Texas, United States

SCOPE/CONTACTS:

The Workforce Analyst is responsible for monitoring phone queues, monitoring IVRs, tracking call center agent's attendance and adherence, and scheduling agents based on current call center trends and forecasts.

You will provide short, medium and long-term call volume, average handle time and staff requirement forecasting within the contact center, and the timely production and analysis of management reports to support the operation for all inbound, outbound, and non-call related work types. You will ensure strategic goals are met through forecast modeling, collaborative planning and effective communication while aligning the forecast with strategic goals.

You will monitor all issues that impact service levels and take actions to resolve or reduce the impact. Notify support teams as required. Perform operational and oversight responsibilities as required to ensure all SLAs are met. Evaluate facts surrounding schedule adherence, scheduling and workforce management functions including operational situations which can impact productivity such as tool or system outages.

In this role you will experience a wide range of problem solving situations that require immediate real time intervention.

ESSENTIAL FUNCTIONS:

• Forecasting
• Schedules off phone activities such as meetings, trainings, coaching sessions and exceptions based on business needs without sacrificing service levels and abandonment rates;
• Creates schedules for call center representatives based on their skills to meet service level and abandonment rate goals;
• Analyze historical data and trends to continuously improve schedule and forecast accuracy;
• Adjusts and explains workforce staffing requirements changes on a daily, weekly and monthly basis based on different events such as attrition call volume fluctuations and call center activities;
• Maintains an accurate events log detailing the reason for variance to forecast for all operational metrics.
• Provides feedback and recommendations to solve short- and long-term capacity issues;
• Tracks and reports absenteeism, schedule variance and forecast deviations;
• Processes new agents, terminations, shift swaps, time off requests, schedule exceptions and schedule bids;
• Provides performance reports and workforce management reports to management;
• Monitors real time adherence to schedule;
• Communicates, reviews and responds to schedule inquiries from supervisors;
• Acts as one of the call centers leads during systems implementation and outages.

MINIMUM QUALIFICATIONS:

• A self-starting team player with a High school diploma or GED
• Two years of call center experience.
• Strong knowledge of call center operations fundamentals is required.
• Experience coaching and developing customer service representatives.
• Proficiency with Microsoft Excel, Access, and Word programs.
• Strong mathematical and analytical skills are necessary.
• Excellent written and oral communication skills are required.
• Must be organized and comfortable working in a fast-paced environment with handling frequent interruptions.
• Position can be mentally and physically stressful.
• Must be able to work flexible hours and/or extended hours as business requires. Other duties as assigned.

PREFERRED SKILLS:

• Bilingual in English and Spanish.
• One year of previous as a call center team lead.

The above statements reflect the general details considered necessary to decide the principal functions of the job identified and shall not be construed as a detailed description of all work requirements that may be inherent in the job.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)