Workforce Operations Analyst

Unclassified - Warrendale, PA

Full-time

Warrendale, PA

About the position

The Workforce Operations Analyst plays a crucial role in managing staff scheduling and reporting within the call center. This position requires flexibility in working hours, including evenings and weekends, to ensure accurate and timely adjustments to schedules based on call center data analysis.

Responsibilities

• Monitor real-time adherence and flow of daily operations.
• Identify real-time opportunities for training time, queue follow-ups, and miscellaneous department objectives.
• Add, adjust, or remove schedule changes/events within the scheduling system.
• Assist with daily/weekly/monthly reporting of agent performance, productivity, and phone statistics.
• Identify, suggest, and implement scheduling adjustments that support the department in meeting overall service goals on a daily, weekly, and monthly basis.
• Assist with call volume forecasts to develop work schedules in a multi-skill environment.
• Compile and analyze call center data.
• Communicate pertinent data to all levels of management and co-workers regarding the operational status of the call center.

Requirements

• Advanced PC skills and proven ability with Microsoft Excel, Word, and Access.
• Ability to utilize mathematical/statistical principles to forecast and analyze call center data.
• Avaya call center management software experience.
• Background with Impact 360 or other Workforce software.
• Working knowledge and understanding of call center operations, terminology, definitions, call center calculations, and common practices.
• Strong communication skills with the ability to convey need, urgency, and resolution.
• Ability to be objective, maintain confidentiality, and partner across GPS departments to meet and exceed department objectives.
• Willingness to learn.
• Minimum 2 years of Workforce Operations or relevant experience.
• BS in a Business, Mathematics, Information Technology or equivalent work experience.