Our client in the Baymeadows area is seeking an experienced work force analyst. Candidate will collaborate with management and will be responsible for strategic management of present and future performance across the call center. Responsibilities will include monitoring intraday operational performance of all lines of businesses, identifying exceptions to performance and executing established exception procedures including agent actions, system updates, and support group notifications. The workforce analyst will use technology and tools to monitor system events to identify performance exceptions requiring both short term (intraday) and long term (agent scheduling) attention
The Workforce Analyst will be required to:
Collaboration with Operations Managers to ensure accurate and timely agent schedules
Manage intraday agent productivity, performance exceptions and schedule adherence
Execute system modifications (e.g., schedule updates and queue moves) and/or issue procedural notifications based on trigger events e.g., AHT, volume, attendance, etc.
Communicate agent efficiency successes (top performers) or issues (needs improvement) to the Team Supervisor so that they can provide direct coaching/feedback to the agent.
Monitor, identify and resolve performance/behavior/attendance issues using prescribed performance management techniques.
Complete daily/weekly/monthly reporting and provide analysis
Complete Adhoc reporting as required
Complete attendance tracking
Responsible for handling special projects as necessary
Working hours: Monday, Thursday-Sunday
Associate's degree in related field or advanced vocational training with two to four years related experience; or
High school diploma or equivalent with three or more years of related work experience.
Minimum one year experience in a contact center.
Proficient user of MS Office applications including Excel, PowerPoint, and Word; and Outlook. IEX, CMS, I3 or other similar resource scheduling/intraday management applications preferred.
Ability to multi-task and maintain composure in a demanding work environment.
Extremely strong oral communication skills.
Detail and service level (SLA) orientated (keen ability to observe systems and recommend improvement opportunities).
Willing to accept responsibility and accountability.
Ability to guide individuals toward goal achievement using negotiation, teamwork/collaboration, motivation and staff development skills including the ability to act as a role model within the organization.
Ability to demonstrate innovation and good judgment/problem solving skills when making decisions.
Ability to establish a course of action for self and others to accomplish a specific goal while using appropriate resources.
Proven ability to analyze and improve work processes and policies.
Excellent customer service/support skills, ability to work well under pressure, and professional demeanor.
SQL knowledge a plus
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