Workforce Analytics Specialist I

Discover impactful work

We are currently seeking a skilled and dedicated Workforce Analytics Specialist to join our contact center. In this crucial role, you will have two primary responsibilities that are essential to our operations.

Firstly, you will be responsible for generating reports, transforming data, analyzing, spotting any outliers or potential red flags, presenting the data to multiple clients both internal and external, and ensuring providing the data that our Operations team needs that not only meets but exceeds performance standards. Your insights will help empower our program leaders to make strategic and impactful decisions.

Secondly, you will be responsible for real-time workforce management, including the coordination and scheduling of phone and non-phone work. Your guidance and direction to our agents and management will be instrumental in achieving our service level and abandonment rate goals.

A day in the life

• Generates reports for internal and external clients to meet contractual and regulatory standards.
• Owns data quality, accuracy, accessibility, privacy, retention, and compliance responsibilities of operational program resources.
• Analyzes trends in key performance metrics, shares outliers and potential red flags with program leaders, and proactively recommends solutions.
• Key performance contact center metrics, to include AHT, service level, abandonment rate, utilization/availability/occupancy, as well as CRM-metrics that include surveys (CSAT/NPS), quality, compliance, etc.
• Supports scheduling and coordination of phone and non-phone work.
• Contribute to the enhancement of analytics capabilities, including new metrics, visualizations, and self-service tools.
• Documenting reporting processes, definitions, and methodologies to support transparency and repeatability.
• Provides directions to agents and management to support service level and abandonment rate goals.
• Proactively addresses opportunities with Operations, IT, and client teams by troubleshooting issues, and submitting following up on tickets.
• Assists with training and support of software applications required for key workflow processes, such as call handlers and reporting tools.

Education and experience

• Bachelor's degree or equivalent and relevant formal academic, vocational qualifications, or equivalent experience that provides the knowledge, skills, and abilities to perform the job.

Knowledge, skills, abilities

• Organizational skills.
• Strong attention to detail.
• Time management skills and the ability to multi-task.
• Effective verbal and written communication skills.
• Excellent English language skills (comprehension, speaking, reading and writing) must be demonstrated.
• Workforce management expertise, Genesys Cloud experience is a plus
• Excellent problem-solving skills.
• Excellent computer skills including Microsoft Office tools, especially Excel.
• Excellent interpersonal skills.
• Ability to work in a collaborative team environment, while able to function independently with minimal supervision.

Physical requirements and working environment

• The position is a hybrid position with some days in office and some days from private remote location.
• Ability to access and use a variety of computer software developed both in-house and off-the-shelf.
• Ability to communicate information and ideas of others will understand; with the ability to listen to and understand information and ideas presented through spoken words and sentences.
• Frequently interacts with others to acquire or relate information to diverse groups.
• Works independently with little guidance or reliance on oral or written instructions and plans work schedules to meet goals. Requires multiple periods of driven concentration.
• Constant interaction with clients/colleagues required.
• Daily exposure to high pressure, intense concentration needed.
• Rotating shifts may be required, and the primary operation supports US business hours.