Call Center Workforce Analyst

Job No: 78971 (http://www.dcnetworks.org/  or http://www.jobs.dc.gov/ )


Call Center Workforce Analyst - Immediate Hire

Job Summary

234393-Call Center Workforce Analyst

1 year contract - $50/hr 1099

Reporting to the contact center manager, the call center manager/workforce analyst is responsible setting up best practices in the day to day operation of a call center including identifying IVR opportunities, maximized skills based routing, workforce management and Quality assurance. Incumbent will be expected to track performance, generate reports as related to forecasting, service levels, agent performance and exception activity as it relates to the schedules. Prepare and analyze agent schedules in order to meet service level requirements in the most efficient manner possible within work rules, legal requirements and other constraints. Establish process for requests for time off and respond appropriately with information and/or approvals. Monitor daily service levels and productivity, provide schedule adjustment recommendations. Generate reports to track absences, meetings and other schedule exceptions. Analyze staffing trends and make recommendations to management.

Analyze call volumes and patterns and report forecast and actual performance for call handling groups. Maintain other information needed for accurate forecasting and make recommendations to manager to drive high quality customer service.

Necessary experience:

• At least one year of experience in a 50+ seat call center working as a workforce manager and at least two years experience in a Team Lead/Supervisory capacity in a call center.

• Knowledge of staff planning, workload distribution, and trend analysis.

• Excellent PC skills, including Excel

• Strong understanding of ACD systems, call routing, Avaya eWFM preferred. IVR design experience preferred but not necessary.

• Ability to handle and prioritize multiple projects and tasks

• Strong organizational skills

• Ability to meet deadlines in an environment of constantly changing priorities

• Business Process Analysis (Required 4 Years)
• Forecasting (Required 4 Years)
• Experience generating reports and making recommendations to Sr Management (Required 4 Years)

• experience in a 50+ seat call center working as a workforce manager (Required 1 Year)
• experience in a Team Lead/Supervisory capacity in a call center (Required 2 Years)
• Knowledge of staff planning, workload distribution, and trend analysis (Required 4 Years)

• Strong understanding of ACD systems and call routing (Avaya eWFM Preferred) (Required 2 Years)

• IVR design experience (Desired)

• MS Excel (Required 4 Years)

Work Location: DOES: 64 New York Ave NE, Suite 3000

See Job Order No: 78971 for instructions on How to Apply.