100 applicants

Company

Assurant · 5 hours ago

Sr. Workforce Analyst (Contact Center)

Full-time

Remote

Mid, Senior Level

$20/hr - $33/hr

4+ years exp

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Responsibilities

Serve as the main point of contact through various forms of communication to maximize service level success across the enterprise (multi-site, including Assurant and Vendor Partners).

Analyze intraday and historical performance to respond and plan appropriately across the enterprise.

Monitor and analyze enterprise (multiple sites, including vendor) SLAs and staffing levels, making appropriate recommendations to ensure client contractual goals are met. Partner with vendor managers to communicate and escalate any vendor staffing issues or concerns.

Accurately analyze and communicate issues related to BCP events, major systems outages, or other unexpected events to ensure necessary staffing adjustments are made and service levels are protected. This includes coordinating and communicating with vendor partners to secure special staffing adjustments and escalating critical concerns to key stakeholders.

Proactively identify, coordinate, and communicate enterprise (multiple sites, including vendor partners) overtime and Voluntary Time Off (VTO) recommendations, including identifying contingency plans related to staffing and working with vendor partners and managers to implement.

Explain and analyze real-time data versus forecast to ensure clarity and show the impact of trends, identifying and coordinating enterprise-level actions as needed.

Complete, coordinate, and oversee complex ad hoc analysis of systems issues, BCP events, and daily enterprise contact center performance. Sr. Workforce Analysts analyze and solve complex and non-routine issues across the enterprise.

Recommend and adjust staffing levels through overtime, VTO, and/or skilling recommendations.

Make or recommend skilling and/or support adjustments in eGain to account for out-of-pattern days, days after holidays, outages, etc.

Identify call volume trends and averages on an intraday, weekly, and monthly basis.

Adjust (reforecast) enterprise-level intraday forecasts based on current trends and coordinate responses needed to achieve SLAs.

Manage and produce reports for Service Levels and Operational goals, including Service Level Impacting Systems Issues, Operational metrics (e.g., OT and VTO reports), Service Level Reports, Post Analysis Reports, etc.

Assist Supervisor/Manager and other staff in a broad range of assignments and analysis.

Qualification

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Contact Center ExperienceWorkforce Management ExperienceMulti-site Environment ExperienceExcel ProficiencyMS Office ProficiencyWFM Software ExperienceACD Platforms ExperienceProfessional Communication SkillsCustomer Service Skills

Required

High School Diploma or GED

4+ years of experience in a contact center

3+ years of experience in a Workforce Management (WFM) or WFM-related role

3+ years of experience in a multi-site/multi-channel environment

Proficient with Excel

Experience using MS Office (Word, Outlook, etc.)

Preferred

Professional verbal and written communication skills

Professional experience and aptitude to address escalated issues with positive outcomes

Strong analytical, communication, and organizational skills

Knowledge of Microsoft Office applications, particularly Excel

Demonstrates reliability and strong customer service skills

Ability to work well with frequent interruptions, deadlines, creative thinking, handling multiple projects simultaneously, and making decisions based on incomplete information

Ability to work well with minimal supervision and with some latitude for self-directed action

Experience with multiple WFM software products – Aspect, NICE preferred

Experience with multiple ACD platforms (e.g., Avaya, Cisco, NICE, etc.)