1 year in a Scheduling, Forecasting, or Traffic environment
Excellent communication skills both written and verbal
Intermediate to advanced Microsoft Excel proficiency
Requirements:
Monitor and analyze call volume, call patterns, and traffic flow for the Customer Service center
Work closely with supervisors and managers to analyze daily traffic and forecasts to adjust schedules
Provide regular reports to management on workload and workforce
Make recommendations for new or updated call/service center technology and process improvements
Job description
Our client, a Health Insurance company, is looking for a Workforce Analyst 1 for their Remote location.
Responsibilities:
Monitor and analyze call volume, call patterns, and traffic flow for the Customer Service center to ensure service level objectives are met.
Work closely with supervisors and managers to analyze daily traffic and forecasts to adjust schedules and staff as needed, ensuring optimum staffing levels.
Provide regular reports to management on workload and workforce.
Make recommendations for new or updated call/service center technology and process improvements to reduce costs.
25% Analyzes intraday and historical performance to respond/plan appropriately in order to achieve operational service goals.
25% Identifies call volume trends and averages on an intraday, weekly, monthly, etc. basis.
20% Monitors and responds to queue activity and service levels.
10% Establishes and maintains communications channels regarding events that impact customer experience center performance and workload.
10% Communicates necessary adjustments to staffing based on changing/dynamic forecasts.
10% Collaborates with internal customers (other teams, departments, and customer experience center staff) to identify opportunities for improvement to achieve service goals.
Provide support to Workforce Analyst 2 team members
Analyze workforce and operational data to support business decisions
Track performance metrics and workforce trends
Assist with reporting, scheduling, and workforce management activities
Requirements:
Bachelor's Degree
1 year in a Scheduling, Forecasting, or Traffic environment.
In lieu of a Bachelor's degree, an additional 4 years of relevant work experience is required in addition to the required work experience.
Excellent communication skills both written and verbal., Proficient
Ability to recognize, analyze, and solve a variety of problems., Proficient
Ability to analyze, organize, and prioritize work while meeting multiple deadlines., Proficient
Proficient in Microsoft Office applications., Proficient
The incumbent is required to immediately disclose any debarment, exclusion, or other event that makes them ineligible to perform work directly or indirectly on Federal health care programs.
Must be able to effectively work in a fast-paced environment with frequently changing priorities, deadlines, and workloads that can be variable for long periods of time.
Must be able to meet established deadlines and handle multiple customer service demands from internal and external customers, within set expectations for service excellence.
Must be able to effectively communicate and provide positive customer service to every internal and external customer, including customers who may be demanding or otherwise challenging
Strong analytical and problem-solving skills with the ability to identify trends, interpret data, and support operational decision-making.
Intermediate to advanced Microsoft Excel proficiency, including pivot tables, lookup functions, formulas, and basic data analysis techniques.
Foundational Workforce Management knowledge, including an understanding of contact center metrics such as AHT, ASA, Service Level, Occupancy, and Adherence.
Experience with contact center technologies and Workforce Management platforms, including Genesys Cloud, NICE IEX/CXone, or similar systems.
Strong communication and organizational skills with the ability to collaborate effectively, manage multiple priorities, and provide timely reporting and operational support.
Minimum 1 year of Workforce Management (WFM) experience
Experience working in a high-volume call center environment
Strong ability to analyze and track workforce data
Experience supporting workforce planning and reporting activities
Hands-on experience with Genesys Cloud
Experience with NICE and/or IEX is mandatory
Strong data analysis and reporting skills
Ability to monitor, track, and maintain workforce-related metrics
