What are the responsibilities and job description for the Call Center - Workforce Management Analyst position at Grand Circle Corporation?
The Workforce Planning Analyst is responsible for various forecasting, staffing, scheduling, and real-time queue management duties within the Call Center (TRC - Traveler Relations Center). The Workforce Planning Analyst is responsible for forecasting workload and applying the appropriate resources to handle the workload within intended service levels.
Specific Duties
Specific Duties
- Raise Hot Issues around Staffing, Call Volume/Abandons, and Agent Performance
- Raise recommendations to improve Call Routing
- Support TRC Staffing Plan for all areas (Sales/CS) with a focus on 50 min/35 min TPC Team & Weekends
- Day to Day management of Work distribution and agent productivity
- Drive TRC Service Metrics Goals
- Queue Management: Making sure calls are answered in a timely manner and ensuring outbound work is completed within the goal.
- Actions might include routing calls from one department to another to cross-trained associates or requesting off-phone time be rescheduled.
- Intra-Day Reporting: Reporting our results throughout the day.
- Scheduling: Creating and maintaining work schedules and shifts that will meet the needs of the business, as determined by the forecast and company initiatives.
- Call Center IT: Troubleshooting and identifying contact center-wide issues and identifying impact to the business, escalating issues to IS leadership and recommending action to resolve, working with IS to fix bugs and implement company initiatives
- Forecasting: Analyzing patterns of call volume and average handle time to determine how many associates are needed at any given time to achieve our goals. Assessing the impact of special events.
- 4 years of experience in workforce management of operations
- Experience with workforce management and data analysis tools (i.e., Genesys, Tableau)
