Workforce Analyst
- Employer
- Spectrum
- Location
- Maitland, Florida
- Salary
- Open
- Posted
- Jun 18, 2017
- Closes
- Aug 19, 2017
- Ref
- 2976561210#FL--J2CBackfill.1
- Industry
- Advertising / Public Relations
- Category
- Marketing
Client Reference Code: 197685 JOB SUMMARY Responsible for supporting the common processes of Charter's National Workforce Management Customer Care organization.
Common processes include site capacity planning, aligning forecasting methods among forecasting analysts, coordinating training and other common out of seat (OOS) activities, determininghiring plans by site and call type, and working with outsourcers for the common processes and usage of the Aspect eWFM system (including agent information data entry, trial schedule development, trial runs, assignment of schedules, reporting of exceptions, vacation and under-time).
MAJOR DUTIES AND RESPONSIBILITIES Actively and consistently support all efforts to simplify and enhance the customer experience Contribute to the Company vision of being the industry leader in customer service and operational effectiveness through the analysis, management and implementation of the key Workforce Management processes.
Review and analyze overall trends in contact volumes based on historical and projected data as well as external information and trends.
Research and benchmark statistical and non-statistical methodologies to increase intra-day, daily, weekly and monthly call volume forecasts for all call types.
Analyze and assess average handling times that are used in the staffing forecast and operational plan.
Continuously review and analyze occupancy performance for each call type based on operating assumptions and efficiencies (e.
g.
, adherence, schedule alignment, etc.
).
Review capacity plans and develop the overall strategy for the utilization of internal Charter sites.
Develop and maintain long term strategic seat utilization, expansions and outsourcing goals to optimize the overall Charter Care performance.
Identify opportunities for performance, efficiency and process enhancements by constructively challenging current policies and practices, and proposing strategic alternatives and solutions to drive Customer Care excellence.
Review metrics, measures and processes to minimize outsourcer stranded.
Develop and maintain world class principles and practices for Charter's workforce management team and the outsourcers' workforce management teams.
Collaborate with Contact Center Management, Marketing, Technical Operations, Human Resources, Finance, Information Technology, Outsource Partners and others to develop and leverage best practices to reach shared goals.
Review existing processes to insure they support urgency, accountability and continuous improvement regarding Workforce Management strategy, policy, planning, process design and delivery.
Provide operational and analytical support to Director of Oprations in the evaluation of business strategies, budgets, pro forma statements, Care performance and projects.
Create new strategies to improve customer service and decrease costs.
Perform other duties as required by supervisor.
REQUIRED QUALIFICATIONS Skills/Abilities and Knowledge Understanding of Aspect e-Workforce Management (TCS), IEX, Blue Pumpkin, or similar manpower planning platform Strong knowledge of Workforce Management theory and best practices Strong knowledge of financial analysis and P/L management Ability to apply quantitative analysis techniques including statistical modeling.
Strong knowledge of the call center industry Working knowledge of contact center and telecom technology Ability to manage multiple initiatives and priorities in the dynamic environment of the media industry Ability to communicate verbally and in writing in a clear and straightforward manner Education Bachelor's degree, preferably in a business or analytical field or equivalent Related Work Experience Number Of Years Workforce planning, scheduling and tracking experience 3 Management experience in a multi-site contact center environment 3 WORKING CONDITIONS Office environment Some travel required Job Code : TWCTWF320 Workforce Mgmt Systems Analyst Exempt 197685BR
Common processes include site capacity planning, aligning forecasting methods among forecasting analysts, coordinating training and other common out of seat (OOS) activities, determininghiring plans by site and call type, and working with outsourcers for the common processes and usage of the Aspect eWFM system (including agent information data entry, trial schedule development, trial runs, assignment of schedules, reporting of exceptions, vacation and under-time).
MAJOR DUTIES AND RESPONSIBILITIES Actively and consistently support all efforts to simplify and enhance the customer experience Contribute to the Company vision of being the industry leader in customer service and operational effectiveness through the analysis, management and implementation of the key Workforce Management processes.
Review and analyze overall trends in contact volumes based on historical and projected data as well as external information and trends.
Research and benchmark statistical and non-statistical methodologies to increase intra-day, daily, weekly and monthly call volume forecasts for all call types.
Analyze and assess average handling times that are used in the staffing forecast and operational plan.
Continuously review and analyze occupancy performance for each call type based on operating assumptions and efficiencies (e.
g.
, adherence, schedule alignment, etc.
).
Review capacity plans and develop the overall strategy for the utilization of internal Charter sites.
Develop and maintain long term strategic seat utilization, expansions and outsourcing goals to optimize the overall Charter Care performance.
Identify opportunities for performance, efficiency and process enhancements by constructively challenging current policies and practices, and proposing strategic alternatives and solutions to drive Customer Care excellence.
Review metrics, measures and processes to minimize outsourcer stranded.
Develop and maintain world class principles and practices for Charter's workforce management team and the outsourcers' workforce management teams.
Collaborate with Contact Center Management, Marketing, Technical Operations, Human Resources, Finance, Information Technology, Outsource Partners and others to develop and leverage best practices to reach shared goals.
Review existing processes to insure they support urgency, accountability and continuous improvement regarding Workforce Management strategy, policy, planning, process design and delivery.
Provide operational and analytical support to Director of Oprations in the evaluation of business strategies, budgets, pro forma statements, Care performance and projects.
Create new strategies to improve customer service and decrease costs.
Perform other duties as required by supervisor.
REQUIRED QUALIFICATIONS Skills/Abilities and Knowledge Understanding of Aspect e-Workforce Management (TCS), IEX, Blue Pumpkin, or similar manpower planning platform Strong knowledge of Workforce Management theory and best practices Strong knowledge of financial analysis and P/L management Ability to apply quantitative analysis techniques including statistical modeling.
Strong knowledge of the call center industry Working knowledge of contact center and telecom technology Ability to manage multiple initiatives and priorities in the dynamic environment of the media industry Ability to communicate verbally and in writing in a clear and straightforward manner Education Bachelor's degree, preferably in a business or analytical field or equivalent Related Work Experience Number Of Years Workforce planning, scheduling and tracking experience 3 Management experience in a multi-site contact center environment 3 WORKING CONDITIONS Office environment Some travel required Job Code : TWCTWF320 Workforce Mgmt Systems Analyst Exempt 197685BR