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Workforce Analyst

  • United States Virtual / Albany / Atlanta / Chicago / Lewisville / Miami
  • R-97196
  • Operations Staff
  • Full Time
  • Added

Workforce Analyst

Overview of Position

Position is responsible for proactively monitoring, managing, and communicating intraday contact center performance in support of contractual obligations and organizational goals for multiple clients, campaigns, products and sites.  Also includes generation of agent work schedules and mid-range scheduling/planning tasks.  Reports to Workforce Management Supervisor(s).

What will be my duties and responsibilities in this job ?

  • Monitors and responds to Real Time Adherence (RTA), queue activity, and service levels
  • Analyzes intraday and historical performance to respond/plan appropriately in order to achieve operational service goals
  • Identify call volume trends and averages on an intraday, weekly, monthly, etc. basis
  • Establish and maintain communications channels regarding events that impact contact center performance and workload
  • Communicate necessary adjustments to staffing based on changing/dynamic forecasts
  • Generate agent work schedules on a regular basis; maximize schedule efficiency and provide a variety of creative schedule options
  • Collaborate with internal customers- other teams, departments, and contact center staff to identify opportunities for improvement of resource utilization and to achieve service goals
  • Maintain a high quality of work- Accurately process intraday schedule exceptions, time off requests, and call-ins within established turnaround times
  • Assists Supervisor and WFM staff in a broad range of assignments and projects

What are the skills/requirements for this role?

  • High School Diploma or GED
  • Minimum 2 years' experience in a contact center
  • Minimum 1 year experience in a WFM or WFM related role
  • Entry level skills in MS Office (Excel, Word, Outlook)

What other skills/requirements would be helpful to have?

  • Associate's degree or equivalent experience
  • Experience with any of the following is a plus: InContact, IEX, NICE
  • Intermediate level skills in Microsoft Office (Excel, Word, Outlook)
  • SQL Server experience

What are the working conditions and physical requirements of this job?   

  • This is a remote position  
  • Must be available to work between the hours of 6:00 AM EST to 9:00 PM EST, Monday through Friday and Saturdays from 8:30 AM EST to 4:45 PM EST.

Helping People Thrive in a Connected World
We work with the world’s top brands to make smart devices simpler. Vehicles last longer. Homes more secure. Problems easier to solve. And we volunteer in communities all over the globe to help the world become a greener, better place. We come from a variety of countries, cultures and backgrounds. But we’re united by our enduring values of common sense, common decency, uncommon thinking and uncommon results. So connect with us. Bring us your best work and your brightest ideas. And we’ll bring you a place where you can thrive. Learn more at jobs.assurant.com.

For U.S. benefit information, visit myassurantbenefits.com. For benefit information outside the U.S., please speak with your recruiter.

Our Culture Defined
Our unique culture is a big reason why talented people choose Assurant and why they tend to stay. Although we have a wide variety of skills and experiences, we share common characteristics that are uniquely Assurant. A passion for service. An ability to innovate in practical ways. And a willingness to take chances. We believe that staying on top doesn’t mean sacrificing our values. We believe clarity of vision and a sense of purpose will carry us forward. And we take charge of our own success. We call it The Assurant Way.

Company Overview
Assurant is a leading global business services company that supports, protects and connects major consumer purchases. A Fortune 500 company with a presence in 21 countries, Assurant supports the advancement of the connected world by partnering with the world’s leading brands to develop innovative solutions and deliver an enhanced customer experience through mobile device solutions, extended service contracts, vehicle protection services, renters insurance, lender-placed insurance products and other specialty products.

Equal Opportunity Statement
Assurant is an Equal Employment Opportunity employer and does not use or consider race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity or any other characteristic protected by federal, state or local law in employment decisions.

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