Workforce Management - Business Analyst

This position is for part time, primarily for 32 hours a week. This position is also for third shift, one day during the week and a 12 hour shift on weekends to cover the night.

DUTIES:

- Drive service levels to the optimal level through analysis of trends and performance
- Handle volume management and analysis including increase/decrease in offline activities and requirements to maximize efficiency
- Process intra-week time off requests and trades in accordance with defined WFM processes
- Monitor Real Time adherence and alert call center personnel to ensure customer service levels are met
- Monitor multiple customer call routing screens to ensure call center efficiency
- Deliver reports via MS Office/Word/Excel/Access and Aspect's WFM as required ensuring complete communication of performance and expectation changes
- Communicate changes in intraday business needs
- Manage intraday staffing levels
- Monitor Real Time agent work state reports
- Approve discretionary activities to increase occupancy
- Increase staffing levels or modify call routing to increase service levels
- Administration of intraday schedule changes
- Communicate identified intraday risks to management and other intraday analyst
- Perform other duties and assignments as directed

SKILLS:

QUALIFICATIONS:

- Bachelor's degree preferred
- Experience with Microsoft Word and Excel to create spreadsheets and data files
- TECHNICAL COMPETENCE:
- Must have a minimum of two years experience with one or more Workforce platform program(s) (Blue Pumpkin, Genesys, WFM) Aspect WFM preferred
- Strong problem solving/troubleshooting skills with ability to analyze data and summarize through demonstrated analytical skills
- Ability to meet deadlines in a fast paced environment
- Ability to multi-task through shift and prioritize responsibilities to meet deadlines
- Verbal/written communication skills to support various levels of management
- Strong mathematical, analytical, communication, and organization skills
- Self-motivated and must excel in a minimally managed high profile position
- Knowledge of call center fundamentals
- Previous experience with ACD, Workforce management, and Real Time management experience desired