What are the responsibilities and job description for the Work Force Analyst/Management Analyst position at Goodwill of Delaware and Delaware County?
Job Description
Job Description
Position Title : Workforce Analyst / Management Analyst I
Location : Wilmington
Schedule : Monday - Friday 8am to 4 : 30 pm
Pay Rate : $22.00 -$25.00
Workforce Analyst
The Workforce Analyst is responsible for supporting all workforce analytics, including scheduling, forecasting, and capacity planning for DOL-UI Customer Service teams, which at times is a high volume inbound call center. Applies historical data along with outside input to develop schedules to ensure that the staffing across the enterprise will allow the business to meet or exceed service levels and performance objectives. Acts as a key liaison for all staff schedule-related issues, and works directly with operational leaders to ensure the optimization of scheduling in order to create a positive customer experience while maintaining an efficient contact center. This is an analytical, data driven role.
Key Responsibilities :
- Tracks and analyzes call flows, patterns, and service levels
- Performs trend analysis of call center data to project future growth
- Analyzes statistical data related to forecasted call volumes
- Creates daily intra-day forecasts, weekly forecasts, and monthly forecasts
- Builds forecast variance reporting
- Produces intra-day interval level staffing projections that incorporate forecasted call volume, Average Handle Time (AHT), service levels, and net staffing
- Schedules and enters exceptions for activities such as training, meetings, and other off-phone activities
- Maintains new hire schedules and vacation thresholds
- Schedule overtime, PTO, meeting, and training around forecasted call volume to ensure call center service levels are met
- Monitor call center activities to ensure service levels are being met and recommend intraday schedule changes to meet service levels
- Maintains Workforce management software; includes setup of new associates, changes to department and supervisor, and removal of associates upon resignation / termination
- Crafts monthly capacity plans including call volumes, AHT, schedule adherence, availability, shrinkage, Full Time Equivalent (FTE) required, actual FTE, attrition, hiring, and other metrics.
- Becomes the expert on the functionality of the Work Force Management software in order to ensure that the business is maximizing the tool’s capability
- Attends meetings, functions, and seminars in order to keep current on changes in the field of workforce management
Essential Qualifications :
Salary : $22 - $25
