What are the responsibilities and job description for the Workforce Planning Analyst position at Overseas Adventure Travel?
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The Workforce Planning Analyst is responsible for various forecasting, staffing, scheduling, and real-time queue management duties within the TRC. The position reports directly to the Supervisor of Workforce Management and requires a significant amount of interaction with TRC management and TRC associates.
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
Specific Roles within WFM :
Queue Management : Ensuring calls are answered in a timely manner and ensuring outbound work is completed within the goal.
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.
Call Center IT : Troubleshooting and identifying contact center-wide issues and escalating issues to IS leadership.
Forecasting : Analyzing patterns of call volume and average handle time to determine staffing needs.
What We’re Looking For :
2 years of experience in workforce management or operations
Knowledge of call center operations and customer service
Attention to detail, highly accountable and initiative-taking
Strong analytical skills with the ability to interpret data and make informed decisions
Ability to work in a fast-paced environment with minimal supervision
Excellent communication and collaboration skills
Ability to communicate problems / opportunities to supervisory staff leading to process improvement
Experience with workforce management and data analysis tools (i.e., Genesys, Tableau)
Extremely well-organized and capable of handling multiple projects and ad-hoc requests simultaneously
Proficient with Computers, MS Excel, MS Word
Ability to maintain regular or consistent attendance in accordance with company and departmental policies / procedures
Keep a pulse on the job market with advanced job matching technology.
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