Workforce Analyst HealthHelp, Inc.
THIS JOB HAS EXPIRED Department: Houston Call Center
Wage Status: Full-Time
Location: West Houston Contact Center
Use ACD and Workforce Management System to create accurate call volume forecasts and schedules that maximize the effectiveness of staff, IT, and telephony. Provide data analysis and reporting of performance metrics and overall operational functions.
Essential Duties and Responsibilities
Monitor daily intra-day forecasts and staffing levels based upon various call center metrics
Generate past, real time, and future reports on a regular and ad-hoc basis
Compile various daily/weekly/monthly reports, including Daily Operations Review and monthly scorecards/dashboards
Manage Real Time Adherence by monitoring agent schedule and ACD states in RTA, and communicate with the supervisors
Manage daily service levels to plan
Coordinate staffing to plan with operations management
Make recommendations to operations management on staffing levels to balance service objectives and cost
Pro-actively identify service risks/challenges and promptly notify the operations team
Act as central communications point for any technology or facility issues affecting call center and support operations
Minimum of 5 years call center scheduling and service level experience
Must possess a strong understanding of telephony systems and call center technology/terminology including experience with forecasting and workforce management optimization software (Preferably NICE/IEX TotalView);
Comprehensive knowledge of Microsoft Word, Excel and PowerPoint
Minimum Education and Experience:
Bachelors Degree Preferred
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job, the employee is regularly required to talk and hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.
As business needs dictate
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
||Houston, TX |
THIS JOB HAS EXPIRED