The WFM analyst position is responsible for managing staffing, forecasting, allocations of volume for all centers on a real time basis. In addition, the WFM Analyst manages all call handling and back office queues for the entire TBO organization. Detailed management of the hours and call queues are critical to meet budgetary constraints for Customer Service. The team manages multiple TBO agents in both internal and external centers.
Assist in Adhoc project development as business needs warrant.
Minimum one year of call center experience.
Express, present and persuade (oral and written) in a clear, concise and effective style and manner. Must possess outstanding communication skills; both written and verbal.
Possess strong inter-personal skills.
Ability to identify issues, develops ideas, and provides innovative/creative resolution.
Proficient with call centerproducts and systems, has a clear understanding of job, related operation and pertinent company policies, and can readily master new requirements of the position.
Proficient in MS Office applications
Strong analytical skills
Interface and drive business/process improvements with all levels of internal and external management to improve call handling.
Understanding of SQL and Access data bases a plus. Workforce Management Software, Cisco, IEX WFM and Verint Call Recording skills a plus.Education and Experience:
Bachelor’s degree from four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience.
Intermediate personal computer skills, including electronic mail, routine database activity, word processing, spreadsheet, graphics, etc.
Must have knowledge of the Call Methodology or equivalent customer communication model.
Sophisticated interpersonal skills with an emphasis on the ability to deliver timely, effective, individual performance feedback.ADDITIONAL INFORMATION
- Pay Rate: $20.00-$25.00 per hour based on experience
- Temporary Contract
- 8 hours per day. 40 hours per week. Total Hours=1024 or 25.6 weeks
- Required: Background Check and Drug Screen