Operations - Analyst, Workforce Mgmt I

Summary

Mindlance is an equal opportunity employer providing workforce management staffing support, and it is seeking an Operations Analyst, Workforce Management I. The role monitors call volume, traffic patterns, queue activity, forecasts, and service levels while coordinating staffing adjustments and recommending process or technology improvements. The analyst also prepares management reports and collaborates with internal teams to improve customer service center performance.

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
• Analyzes intraday and historical performance to respond/plan appropriately in order to achieve operational service goals
• Identifies call volume trends and averages on an intraday, weekly, monthly, etc. basis
• Monitors and responds to queue activity and service levels
• Establishes and maintains communications channels regarding events that impact customer experience center performance and workload
• Communicates necessary adjustments to staffing based on changing/dynamic forecasts
• Collaborates with internal customers (other teams, departments, and customer experience center staff) to identify opportunities for improvement to achieve service goals

Skills

• Education Level: Bachelor's Degree
• Experience: 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 communcation 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

Qualifications

Must Haves

• Education Level: Bachelor's Degree
• Experience: 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 communcation 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