Workforce Analyst

Jacksonville, FL 32256 32256

Posted: 04/29/2022 Industry: Management Job Number: 8447

Job Description

Top Reasons why you want this Workforce Analyst position:

  • Certified by Great Place to Work

  • 40+ years in business

  • Corporate environment that respects the diversity of both individuals and ideas

  • Wellness center
  • On-site cafe

  • Privacy pumping rooms for nursing mothers

  • Tuition reimbursement

  • Leadership development program

  • Medical, Dental, and Vision Coverage
  • Life, and Short & Long-Term Disability
  • 401(k) w/Profit-Sharing Contributions
  • Health Savings w/Company Contributions
  • Paid Time Off and Paid Holidays
  • Employee Assistance and Counseling
  • Personal and Financial Wellness

Workforce Analyst Work Hours/Pay/location/Industry
  • Shift: Monday to Friday from 8AM to 5PM
  • Pay rate: $18-25/hr depending on experience
  • Location: Deerwood area in Jacksonville
  • Industry: Multi-divisional Company that specializes in insurance and warranties in the medical, auto, and life industries

Workforce Analyst Essential Duties and Responsibilities:
  • Collaborates with Contact Center managers to ensure accurate and timely agent scheduling
  • Coordinates intraday agent productivity, performance exceptions and schedule adherence
  • Initiates schedule updates and queue moves based on events, i.E., AHT, volume, attendance, etc.
  • Collects, consolidates and maintains call data to accurately develop forecasts for multiple contact centers
  • Analyzes, plans and works with managers in short and long range planning
  • Develop and monitor contact center reports
  • Provide monthly call volume forecasting and re-staffing to improve efficiencies to meet Contact Center SLA s.
  • Use workforce management software to improve agent schedule adherence
  • Provide a series of on-going performance reports daily, weekly and monthly
  • Monitor attendance through hotline and WFM software

Workforce Analyst Requirements:
  • 1-3 years Contact Center experience required
  • High School Diploma or equivalency
  • Requires some knowledge of a specialized function or skill
  • Developing real trade craft and skills
  • Ability to analyze, organize and present metrics data in Excel and PowerPoint
  • Ability to thrive in a fast-paced, rapidly changing, high volume work environment
  • Clear and articulate communicator, both verbal and written
  • Ability to shift between priorities
  • Ability to work in a team environment
  • Proven commitment
  • Strong desire to achieve
  • Excellent problem solving skills
  • Excellent written and verbal skills
  • Excellent follow up skills

  • Ability to work independently on projects

  • Must pass a drug and background screen'

Please note that this is *NOT *a remote position
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