Workforce Analyst

This position monitors statistical data related to real-time actual and forecasted call volumes, average handling time, and staffing to ensure compliance of weekly plans for contact center sites.  Analyzes data and provides suggestions for overall contact center operations on a real-time basis.  The National Desk Analyst coordinates skilling, allocation, Voluntary time off and Overtime through coordinated efforts with the staffing and scheduling analyst. Works directly with the staffing and scheduling department throughout the week and is trained in all functions of this position as bench and back up support.

Skills/Experience

• Associate’s degree in technology, computer, or business related field or related experience
• 1 –2 years experience in call allocation for multi-site contact center
• Must be proficient with Lucent CentreVu management software, IEX, Excel, and Access
• Strong communication skills
• Displays professional and competent demeanor and maintains confidentiality of both contact center statistics and contact center associate information
• Receives and carries out direction from management while seeking out best practices
• Flexibility in scheduled hours