Traffic Workforce Analyst
Company: SPECTRUM
Location: Cayce
Posted on: August 7, 2022
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Job Description:
JOB SUMMARYResponsible for maximizing occupancy and service
level through real-time and intraday monitoring of and analysis of
contact volumes and AHT to forecast, management of staffing to
requirements, adjustments to staff requirements (including OT and
VTO), setting primary/secondary/reserve skilling, maintain staffing
line adherence, and coordination of decentralized Workforce
Management resources for outsourcer and Charter's virtualized
contact centers.MAJOR DUTIES AND RESPONSIBILITIES Actively and
consistently support all efforts to simplify and enhance the
customer experienceReview, analyze and assess the Forecasting and
Staffing Analysts' contact and FTE forecasts to insure the
forecasts are accurate given recent results, trends in contact
volume and AHT, as well as site level staffing attainment.Update
intraday (interval) contact volume and average handle time for all
call types and contact centers based on global forecasts and
real-time trends.Make manual adjustments in eWFM to account for
out-of-pattern days, including days after holidays, PPV events, or
outages.Adjust, in eWFM, next day forecasts to reflect the current
view of staffing requirements. Enter updates into the WFM Portal to
adjust staffing needs as required.Negotiate with sites, as
necessary, for new staff attainment (including best effort OT and
VTO) to maximize service level and occupancy.Monitor and manage
intraday staffing in internal and outsourced contact centers to
ensure balancing of staff requirements (attaining similar OT and
VTO goals in proportion to existing staff and currently attained OT
and VTO) and compliance to forecast agreements.Provide guidance and
coordinate internal and outsource Workforce Management teams in
administering real time overtime and voluntary time off
activities.Communicate to internal local staffing and outsource
centralized teams to identify trends in absenteeism, turnover, and
other events impacting staffing availability.Make real time
adjustments to staffing forecasts in eWFM, including shrinkage, to
provide the most accurate and up-to-date view of staffing forecast
to requirements.Instruct and coordinate optimal intraday scheduling
of team meetings, supervisor coaching sessions, training and other
scheduled off-phone (shrinkage) activity.Monitor real time call
statistics schedule adherence and communicate with internal and
outsource Workforce Management teams to ensure on-phone and
off-phone activity is managed efficiently throughout the
day.Develop and communicate intraday service level and occupancy
analysis to highlight events that cause to miss goal in any contact
type. Such analysis should be thorough, self-explanatory, and
detailed as to the cause of the miss (location, subscribers
impacted, duration, trouble ticket number, posting of an
announcement), the quantified impact of the miss (both for the
interval(s) and day), and expected time for resolution.Escalate
service level and occupancy miss issues to the necessary Manager,
Director or Vice President level, based on time frame and
impact.Interface with internal and external departments when call
routing, tool issue anomalies are presented so the impact is fully
scoped, the proper escalation paths are followed for timely
resolution, staffing adjustments are facilitated and communication
paths remain open until resolution is obtained.Work with the
Forecasting and Staffing Analyst to assess and analyze all
activities in the post day period, recommend action plans to
strengthen results, and monitor the implementation of activities to
achieve those results.Responsible for the specific results for the
associated contact type of service level, occupancy, interval
staffing forecast accuracy, schedule efficiency, line adherence,
and overtime attainment.Perform other duties as requested by
supervisorREQUIRED QUALIFICATIONSRequired Skills/Abilities and
Knowledge Ability to read, write, speak and understand
EnglishWorking knowledge of statistical analysis techniques,
including multivariate regression analysis and seasonality
techniquesDemonstrated sense of urgencyIntermediate knowledge of
Microsoft ExcelWorking knowledge of Microsoft AccessAbility to
analyze and 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 decisions and solve problems while working
under pressureAbility to prioritize and organize effectivelyAbility
to show judgment and initiative and to accomplish job dutiesAbility
to use personal computer and software applications (i.e. word
processing, spreadsheet, etc.)Ability to work independentlyAbility
to work with others to resolve problems, handle requests or
situationsKnowledge of cable television products and
servicesKnowledge of Aspect eWorkforce Management or similar
application (IEX, Blue Pumpkin, etc.)Required EducationBachelor's
degree in statistics, business, related field or equivalent
experienceRequired Related Work Experience and Number of
YearsWorkforce management scheduling and forecasting software -
2+Inbound contact center experience - 2+WORKING CONDITIONSOffice
environment with 24-hour service capability CWF360 316520
316520BR
Keywords: SPECTRUM, Columbia , Traffic Workforce Analyst, Professions , Cayce, South Carolina
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