Analyst 1, Forecasting & Analysis

Job Summary

Job Description

Core Responsibilities

• Daily real-time monitoring of service levels for all queues and LOBs.
• Effectively communicates Service Level impacts to WFM leaders and Management.
• Advises management regarding schedule change requests. Enforces schedule compliance and adherence.
• Collect and analyze data (Volume, AHT, Staffing, etc.) for variances and make recommendations for resolutions.
• Escalate significant issues (system outages, volume increases, staffing shortages) following established processes.
• Produce daily, biweekly, and monthly internal reports.
• Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.
• Other duties and responsibilities as assigned.

Skills and Qualifications

• Proficient in Microsoft Excel.
• Experience using Workforce Management tools, preferably Aspect’s eWFM.
• Experience using Avaya CMS for reporting and skill changes.
• Attention to detail and high level of accuracy.
• Clear, concise verbal and written communication skills.
• Strong collaboration skills with WFM planning, operations, and support teams.
• Strong understanding of contact center metrics (Service Level, ASA, AHT, Occupancy, Adherence).
• Ability to multi-task, focus, and complete reports for extended periods of time.
• Ability to maintain composure in critical situations.

Employees at all levels are expected to:

• Understand our Operating Principles; make them the guidelines for how you do your job.
• Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.
• Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.
• Win as a team - make big things happen by working together and being open to new ideas.
• Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.
• Drive results and growth.
• Support a culture of inclusion in how you work and lead.
• Do what's right for each other, our customers, investors and our communities.

Disclaimer:

• This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.

Skills