Workforce Analytics Specialist I

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

Overview

Summarized Purpose : Serves as a program point person for schedule adherence and monitoring staff activity. Assists with client reporting and real-time management responsibilities. Provides analysis of contact center data to the client and internal contacts.

Responsibilities

• Generates reports for internal and external clients to meet contractual and regulatory standards.
• Analyzes trends in key performance metrics and shares outliers and potential red flags with program leaders.
• Supports scheduling and coordination of phone and non-phone work.
• Provides direction to agents and management to support service level and abandonment rate goals.
• Acts as liaison between operations, technical operations, and client teams by troubleshooting issues and submitting tickets.
• Assists with training and support of software applications required for key workflow processes, such as call handlers and reporting tools.
• Completes assigned tickets as needed.

Education and Experience

Bachelor's degree or equivalent and relevant formal academic / vocational qualification. Previous experience that provides the knowledge, skills, and abilities to perform the job (comparable to 0 to 2 years) or equivalent combination of education, training, & experience.

In some cases an equivalency, consisting of a combination of appropriate education, training and / or directly related experience, will be considered sufficient for an individual to meet the requirements of the role.

Knowledge, Skills and Abilities

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