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The Call Center Workforce Analyst assists in developing and delivering accurate and cost-efficient contact volume forecasts, and agent workforce schedules for our call center activities, both real-time and planned. These activities will require the incumbent to understand the business trends and patterns that effect agent performance and service level attainment.
Interpret, research and evaluate call trends
Develop long and short term forecasts to meet optimal service objectives
Assist manager in providing staffing recommendations based on analysis
Review data to compare actual results vs. forecasts
Work with manager team to review and assist with resolving efficiency and productivity gaps
Collaborate with our Call Center management or other internal management to identify workload drivers
Create schedules for call center agents
Generate and adjust long-term, short-term, and active forecasts to achieve center goals.
Review previous day’s results and adjusting histories for special days and call distributions.
Review historical data and work with management to develop staffing plan.
Use workforce management software, call volume history, and overflow data to determine staffing levels and optimal staffing to handle workload requirements.
Optimize scheduled breaks and lunches as resource requirements change, determine need for overtime and approve or deny as required.
Monitor schedule adherence, update real-time schedules, and report agent statuses.
Communicate and report KPIs to management and provide real time status updates to Supervisors.
Provide average speed of answer and abandon rate explanations for any day where KPIs are missed.
Time off requests, offline time, and schedule bids.
Review and respond to schedule inquiries from management and agents
Track and report absenteeism, schedule deviation and forecast adjustments percentages as they relate to schedule overhead.
Provide workforce and performance reports to management.
Create any ad hoc reporting as needed to present to Mgmt. or Client.
Communicate and track workforce management issues to management, as required.
Special departmental assignments and/or projects as assigned.
Creation and maintenance of reports as required for performance and financial reporting.
Performs other duties as assigned.
Skills and Abilities
Ability to analyze and interpret data in order to create short-term and long-term forecasts
Ability to analyze and solve problems
Communicate and present results to department and company leadership team
Interact with call center agents on a daily basis
Flexibility to change priorities but meet deadlines
Strong oral and written communications skills
Ability to create and maintain professional relationships within all levels of the organization (peers, work groups, customers, supervisors)
Ability to work independently and as a member of a team
Flexibility to operate and self-driven to excel in a fast-paced environment
Capable of multi-tasking, highly organized, with excellent time management skills
Detail oriented with excellent follow-up practices
Bachelor's degree required Bachelor's Degree or equivalent
Three (3) years or more 3-5 years of Workforce Management experience required in a medium to high call volume call center. required
Extensive ACD report experience along with experience using Excel, Word, and PowerPoint. required
DOT Regulated: No
Job Category: Customer Service
Ryder is proud to be an Equal Opportunity Employer and Drug Free workplace. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, among other things, or status as a qualified individual with disability.