sr. workforce analyst (capacity Planning)ASCENT PRO

Description
JOB SUMMARY
Responsible for senior level monitoring real-time call volume of inbound/outbound call traffic. Forecast the call volume, schedule staff and monitor real-time activity to ensure optimum efficiencies. Works to ensure acceptable service levels, abandon rates and active rates.
JOB RESPONSIBILITIES
- Partners with operational leadership to ensure service levels are met
- Monitors CMS for calls in queue, excessive talk time, agents in an extended aux status
- Monitors break and lunch schedules, tardiness, and or early departures due to sickness or family emergency to ensure proper staffing levels and adherence
- Documents system or telephone problems identified by team members; provide follow up to ensure problem is resolved
- Conduct analysis and recommend solutions to real-time performance issues
- Measure forecasting accuracy and work to reduce variations in order to ensure performance goals are met
- Analyze past call volume, interval arrival patterns and staffing patterns and provide monthly and other long-range forecasts consisting of required staffing levels to ensure service goals are met
- Prepare daily/weekly/monthly and ad hoc reports and distribute to management
- Develop strong working relationships within the organization to ensure efficient and effective problem solving and issue resolution.
OTHER RELATED DUTIES
- Escalates any larger system and/or telephone problems to both operational leadership and client management
- Provide senior level assistance to Team Manager with revisions of work schedules
- Provide senior level assistance to Team Manager in reviewing agent requests for time off such as vacation and personal days
- Other duties as assigned to include various ad hoc reporting requests
- Looks for and reports on trends for all related KPI's. i.e. Occupancy, Service Level, AHT and Absenteeism
- Evaluates opportunities for down-staff / over time and communicates recommendations accordingly
Qualifications:
Education: High School Diploma or GED; and college level mathematics helpful
Experience: Minimum of 2 years of call center experience. At least 2 years of workforce management experience (preferably forecasting) in a multi-site, multi-channel contact center that utilized workforce management software; Knowledge of contact center solutions preferred. (eWFM, IEX, Aspect, Blue Pumpkin, Avaya, CMS Supervisor, Kana, Kronos)
Skills, Knowledge, & Abilities: Proficiency with Microsoft Office (Excel, Word, PowerPoint) and Access; excellent written and verbal communication skills; understanding of arithmetic formulas; knowledge of IEX Total View Scheduling software a must, preferred experience using the BU/Multisite feature.
Requirements
Minimum education level: Bachelor ́s Degree
2 years of experience
Availability for travel: Yes
Availability for change of residence: Yes
People with disabilities: Yes

₱ 57,500.00 monthly ·  Quezon City, National Capital Region ·  5 minutes ago