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Top Reasons why you want this Workforce Analyst position:
Workforce Analyst Work Hours/Pay/location/Industry
Workforce Analyst Essential Duties and Responsibilities:
Workforce Analyst Requirements:
Please note that this is *NOT *a remote position
Workforce Analyst
Jacksonville, FL 32256 32256
Posted: 04/29/2022
2022-04-29
2022-06-16
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