Offer summary

Qualifications:

Minimum of two years of call center experience with knowledge of call center metrics and processes., Experience with workforce management products such as Cisco, IEX, or Aspect., Intermediate proficiency in MS Office, particularly Excel and PowerPoint., Strong analytical, problem-solving, and communication skills..

Key responsabilities:

Track and analyze call flows, patterns, and service levels to ensure optimal staffing.

Create daily, weekly, and monthly forecasts based on call center data.

Maintain workforce management software and manage schedules for new hires and exceptions.

Monitor call center activities and recommend schedule changes to meet service levels.

Job description

Overview

AAA Life Insurance is GROWING and adding a Workforce Analyst to the team! The Workforce Analyst is responsible for supporting all workforce analytics, including scheduling, forecasting, and capacity planning for Member Services, which is a high volume inbound call center. Applies historical data along with outside input to develop schedules to ensure that the staffing across the enterprise will allow the business to meet or exceed service levels and performance objectives. Acts as a key liaison for all staff schedule-related issues, and works directly with our business partners to ensure the optimization of scheduling in order to create a positive Member experience while maintaining an efficient contact center.

This is an analytical, data driven role.

$25-28/hour

Responsibilities

Tracks and analyzes call flows, patterns, and service levels
Performs trend analysis of call center data to project future growth
Analyzes statistical data related to forecasted call volumes
Creates daily intra-day forecasts, weekly forecasts, and monthly forecasts
Builds forecast variance reporting
Produces intra-day interval level staffing projections that incorporate forecasted call volume, Average Handle Time (AHT), service levels, and net staffing
Schedules and enters exceptions for activities such as training, meetings, and other off-phone activities
Maintains new hire schedules and vacation thresholds
Schedule overtime, PTO, meeting, and training around forecasted call volume to ensure call center service levels are met
Monitor call center activities to ensure service levels are being met and recommend intraday schedule changes to meet service levels
Maintains Workforce management software; includes setup of new associates, changes to department and supervisor, and removal of associates upon resignation/termination
Crafts monthly capacity plans including call volumes, AHT, schedule adherence, availability, shrinkage, Full Time Equivalent (FTE) required, actual FTE, attrition, hiring, and other metrics.
Becomes the expert on the functionality of the Work Force Management software in order to ensure that the business is maximizing the tool’s capability
Attends meetings, functions, and seminars in order to keep current on changes in the field of workforce management
Must be able to maintain a flexible work schedule in order to meet business needs, to include irregular hours, weekends and holidays as needed

Qualifications

A minimum of two (2) years of call center experience; understanding of basic call center metrics, processes, and practices
Experience with workforce management products (Cisco, IEX, Aspect, Blue Pumpkin, etc.)
Experience with utilizing and implementing methodologies for call centers with multi-skill and multi-channel complexity
Intermediate knowledge of MS Office software such as Excel, PowerPoint, and MS-Project, or an equivalent project tracking tool
Ability to meet deadlines and complete tasks with minimal supervision
Excellent verbal and written communication skills
Excellent analytical and problem solving skills

What We Offer

A collaborative, energetic work environment where you can put your passion for people to work
Medical, Dental, Vision, Life and Disability coverage available day one
Pension Plan
Performance-based incentive plan
401k available with a Company match
Holidays and Paid Time Off
AAA Basic Membership

Required profile