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Corpayposted 3 months ago
Full-time - Mid Level
Wichita, KS
Personal and Laundry Services
About the position
The Workforce Analyst - Contractor position at Corpay involves managing service level agreements within the Lodging line of business. The role is crucial for ensuring optimal staffing levels and operational efficiency in a hybrid work environment. The analyst will collaborate with various teams and report directly to the Workforce Management Manager.
Responsibilities
- Managing call volume, daily attendance, and program break schedules to ensure adequate agent coverage.
- Assisting with the creation of metrics and targets for services.
- Monitoring agent status in real-time using CMS and Nice WFM.
- Monitoring inbound operations to ensure optimal staffing levels, including call volume and project lists.
- Responsible for hourly/bi-hourly Intraday Reporting.
- Managing real-time schedules, including break and lunch optimization and schedule changes.
- Working closely with the operations team to analyze and improve delivery processes.
- Generating ideas for process and service improvement planning.
- Assisting with projects and other duties as requested or assigned.
Requirements
- Bachelor's Degree or equivalent experience.
- Some previous contact center Workforce Management experience is required.
- Experience with call center forecasting in a multi-skilled Workforce Management environment is preferred.
- Experience with enterprise call center management software, such as Avaya, Cisco, or NICE inContact preferred.
- Proven problem-solving skills, identifying root causes and solutions through critical thinking.
- Ability to thrive in a fast-paced environment with changing priorities.
- Strong Excel skills are required.
- Working knowledge of Microsoft Office applications, including Word, Outlook, and PowerPoint.
- Extremely detail-oriented and organized.
Nice-to-haves
- Experience with call center forecasting in a multi-skilled Workforce Management environment.
- Experience with enterprise call center management software, such as Avaya, Cisco, or NICE inContact.
Benefits
- Home office set up
- Company-issued equipment
- Formal, hands-on training
