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
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