Job details
Salary $17 an hour job type full-time
Full job description
We are currently adding a workforce management analyst to our team!
Job title: workforce management analyst
Location: open- remote
Pay: $17.00/hour
Hours: monday- friday 8 am- 5 pm
Description:
The workforce management analyst is responsible for providing real time and ongoing support for staff scheduling, statistical and contact platform management for assigned operations departments to meet client and internal strategy goals.
Responsibilities:
Acts as a first point of contact for any escalations, outages, system issues or any other production impacting the use of the contact platforms.
Recommends procedural and operational guideline changes to improve operational efficiency and use of contact platforms.
Prepares accurate and timely production reports.
Analysis of real-time call trends and makes adjustments to staffing to ensure required service levels are met.
Makes necessary adjustments to workforce management software to appropriately track the productivity of call center agents.
Work with operations management to plan and schedule off-phone events for staff.
Maintains confidentiality relative to organizational strategies, objectives, and practices
Ensure all call forecasting and scheduling are set up are following client and organization compliance standards.
Ensure lam trackers are filled out and tracked whenever there are system outages
Performs other related duties and assignments as required and as assigned by their direct supervisor.
Requirements:
Education and specific training
High school degree or equivalent required
Ba degree preferred
Work experience
Minimum 1 year call center experience.
Soft and specific skills
Must demonstrate basic analytical and numerical proficiency
Must be able to multi-task
Must be able to identify, create solutions for and communication solutions to problems
Strong organizational skills and the ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail.
Demonstrates competency in working effectively with all levels of employees and management.
Technical skills
Ability to understand, analyze and report on call center metrics.
Moderate excel skills
Ability to write reports, business correspondences, and procedure manuals
Please review our privacy notice available at the following: www.allianceoneinc.com/careers
Allianceone is an equal opportunity employerOur organizational values stress the importance of diversity, fairness, and trustWe will accommodate candidates in accordance with the ontario human rights code for all employment activities, including the recruitment process.
Allianceone ltd is committed to accommodating persons with disabilities throughout both external and internal recruiting activitiesApplicants requesting accommodation will be consulted about their needs and appropriate accommodation will be provided.
