ColumbiaRecruiter Since 2001
the smart solution for Columbia jobs

Traffic Analyst Workforce Management

Company: SPECTRUM
Location: West Columbia
Posted on: January 16, 2022

Job Description:

JOB SUMMARY
The Sales and Retention Traffic Analyst is responsible for maximizing the effectiveness of scheduling, forecasts, performance metrics, data analysis, reporting and overall operational functions for all lines of business and all locations. Using independent judgment, discretion, and experience, evaluate and modify staffing adjustments, workload requirements, call routing contingencies and agent skilling throughout the day in order to provide adequate support of business rules and performance.

Youll be rewarded and recognized for your performance in an environment that will challenge you and give you the tools and direction to be successful as well as provide development for your career path.

MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience

Review, analyze and refine near real-time/intraday forecasts, ensuring recent trends in contact volume, AHT and shrinkage are in alignment to current trends for each supporting line of business. Make real time adjustments in eWFM, to provide the most accurate and up-to-date view of staffing forecast to requirements. Provide detailed daily staffing requirement plans for each line of business that will ensure clear and consistent achievement of the intraday interval compliance requirements.Maintain great communication and partnerships with various workforce planning, vendor management, centralized workforce admin and site operational leaders to identify, adjust and create strategic plans that align and support KPIs, including but not limited to Service Level, Occupancy, Abandon rates, ASA, AHT, Shrinkage, Schedule Efficiency, Line Adherence, and Overtime Attainment, both in advance and in review.Working with Workforce and operational partners to assess, analyze and provide post day performance and activities, driving action plans to strengthen results and monitor the implementation of activities to achieve those results.Make real-time and near real-time staffing, allocations, resource recommendations/decisions/changes, based on individual Line of Business operational rules/strategies, driving to achieve business servicing goals and operational efficiency during times of underperformance and over-performance. Real-time monitoring of a multi-queue environment across multiple Lines of Businesses and phone switches relying on dashboards, various tools, internal call routing application and experience. Making multiple, quick and complex call routing modifications in order to leverage available internal and external resources, balancing and achieving business objectives in a rapidly changing environment. Maintaining the ability to articulate the whys behind each decision to leaders, peers and business owners.Identify and troubleshoot call routing and tool issue anomalies. Ensuring the proper escalation paths are quickly followed for timely resolution, staffing adjustments and contingencies are facilitated and communication paths remain open until resolution is obtained, providing a closed post mortem summary of event.Proactively develop and foster relationships with cross-functional teams including site operational leaders, site workforce peers, Comms Desk, Call Center Technology and other in effort to identify and create resolutions of business opportunities and risks related to workforce optimization, productivity and servicing improvements.Manage shared responsibility of attendance management, monitoring staffing actions, including resource allocation, offline actives, overtime and VTO via Aspect WFO, VSA, emails and real-time chat groups. Supporting adhoc WF requests, reporting and communication, including planned and unplanned events.Maintain agent skilling based on agent training, profiles, line of business and standard templates with accuracy and urgency. Communicating, troubleshooting and escalating issues in order to maintain consistency and data integrity.Proficiency with time management and prioritization of tasks to meet deadlines in a fast-paced environment with efficiency, quality, attention to detail, consistent delivery of data integrity that is clean and compliantPerform other duties as requested by leadershipPREFERRED QUALIFICATIONS
Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Acute sense of urgencyIntermediate knowledge of Microsoft ExcelAbility to analyze, interpret dataAbility to communicate orally and in writing in a clear and straightforward mannerAbility to communicate with all levels of management and company personnelAbility to handle multiple projects and tasksAbility to maintain confidentialityAbility to indirectly supervise and motivate othersAbility to make quick decisions and solve problems while working under pressureAbility to prioritize and organize effectivelyAbility to show judgment and initiative and to accomplish job dutiesAbility to work independentlyAbility to work with others to resolve problems, handle requests or situationsStrong organizational skills with ability to meet deadlines in an environment of constantly changing prioritiesKnowledge of Aspect eWorkforce Management or similar application (IEX, Blue Pumpkin, etc)Education
Bachelor's degree in statistics, business, related field or equivalent workforce experience

Related Work Experience
Workforce management scheduling and forecasting software - 2 years
Realtime Resource Management contact center experience - 2 years

WORKING CONDITIONS
In office environment within 7a-1am Monday Sunday service capacity
Schedule flexibility, including evenings, weekends, and holidays as dictated by business needs CWF360 300747 300747BR

Keywords: SPECTRUM, Columbia , Traffic Analyst Workforce Management, Professions , West Columbia, South Carolina

Click here to apply!

Didn't find what you're looking for? Search again!

I'm looking for
in category
within


Log In or Create An Account

Get the latest South Carolina jobs by following @recnetSC on Twitter!

Columbia RSS job feeds