Business Systems Analyst

Join the workforce management team utilizing the Aspect platform. This will include forecasting and scheduling. This position will also provide command center capabilities. Consultant will monitor the call centers intraday work against the service levels and adjust staffing appropriately. Consultant will also look for inefficiencies in processes, perform daily analysis of forecasts, and analyze processes Real Time.

RESPONSIBILITIES INCLUDE:

- Forecasts call volume and resource requirements necessary to meet objectives.
- Develops, analyzes and recommends appropriate staffing plans that identify optimal work schedules and workload requirements and provides analysis and recommendations for ongoing adjustments and improvements to staff levels, skill groups and capacity plans.
- Evaluates and analyzes all aspects of call volume and staff forecasting and generates schedules based on forecasted volumes.
- Provides effective work schedules for call-handling positions to most efficiently meet ASA and service level requirements as defined by management.
- Reviews, analyzes, and evaluates business systems and user needs.
- Formulates systems to parallel overall business strategies.
- Has knowledge of commonly-used concepts, practices, and procedures within a particular field.
- Relies on instructions and pre-established guidelines to perform the functions of the job. Works under immediate supervision.
- Primary job functions do not typically require exercising independent judgment. Typically reports to a manager.

SKILLS:

- May require an associate's degree in a related area.
- Minimum of 3 years of experience in Aspect Workforce Management (eWorkforce), specifically focused within Forecasting, scheduling, and Real Time adherence tracking.
- Must have Microsoft Excel experience.