Workforce Analyst Job Openings by VICTRA in Greenville
28 days ago
VICTRA Jobs 2020 - VICTRA is seeking a new worker to fill Workforce Analyst that will be placed in Greenville.
VICTRA Jobs 2020
Detail of : Workforce Analyst Job Openings in Greenville
The Workforce Management Analyst is responsible for the daily efforts to provide a great customer and employee experience by effectively delivering real-time management with the purpose of optimizing resources to achieve business objectives. This position assists the business, ensures staff optimization, set goals and objectives for staffing models, and facilitates effective communication among workers. Key functional responsibilities include: the ability to demonstrate a strong understanding of how planning/forecasting staffing requirements translate to the creation of optimal schedules, and real-time (intra-day) management to support multi-department contact center operations. This position requires evening and weekend availability as business needs arise.
Customer Focus: must demonstrate competency in dealing with all levels of employees /management and building strong relationships with teams and all organizational customers
Functional/Technical Skills: must possess strong quantitative, analytical and technical aptitude skills
Drive for Results: must possess the ability to work under pressure, meet deadlines and be accountable for performance
Time Management: must be able to multi-task, be detail oriented and demonstrate strong organizational skills
Interpersonal Skills: must demonstrate excellent interpersonal skills with all levels of organizational customers and team members
Problem Solving: must demonstrate the proactive ability to find and define problems, understand business impact, identify solutions and provide recommendations for corrective action
Decision Quality: must possess the ability to work independently, establish priorities and demonstrate good judgment skills
Learning on the Fly: must be willing and able to take the initiative for learning, increasing knowledge, and improving skills in a self-directed manner to improve performance and position added value
Dealing with Uncertainty: ability to adapt and excel as a team player in a fast-paced and change-oriented environment
Provide real-time monitoring via available soft tools (Verint Real-Time Adherence, Five9, Microsoft Office Suite) and workforce management techniques to make intra-day adjustments
Perform continual analysis of current performance (noting recent historical trends) and conduct real-time re-forecasting to make necessary adjustments in staffing plans and coordinate with Operations teams to achieve service level goals / business objectives for a multi-site operation
Maintain constant communication with GTC Recruiter to coordinate needed staffing adjustments based on current and forecasted results
Produce call volume forecasts on a daily, weekly, monthly and annual basis for multi-line of business operation
Generate short and long-term staffing models and provide recommendations based on analysis
Compares results to forecast and identify real-time opportunities for improvement
Monitor and identify key call flow areas to adjust break and mealtimes as needed
Provide daily/intra-day performance reports to leadership
Complete understanding of overall operational activities including phone, email, chat, community and social media support
Must have a good working knowledge of Excel and other Windows based programs (Word, PowerPoint, etc.), and can organize/analyze data in a structured manner
Minimum of two years of experience in performing WFM functions (specifically real-time management) in a multi-department/site contact center environment required
Capacity Planning / Workforce Management experience is required
Ability to perform forecasting in a contact center environment and schedule to those needs is a must
Experience with WFM software (Verint
If you match the profile and are interested in this exiting career opportunity, please apply in confidence by filling online application form at :
Only qualified candidates that meet with the above requirements would be processed in this recruitment.
Only candidates that meet the above qualification will be shortlisted.
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