Workforce Analyst

NORTH TEXAS TOLLWAY AUTHORITY

The North Texas Tollway Authority has been connecting North Texans for 25 years, serving one of the fastest growing metro areas in the US. We serve more than 14 million drivers through safe, well-maintained roads, which has brought significant and continued economic growth and development. We were the first tolling agency in the US to use electronic tolling technology with the TollTag. We were also among the first to convert an entire network of roads to cashless tolling (2010). NTTA is dedicated to continuing its legacy as a leader in tolling technology and transportation.

Summary:

The purpose of this position is to analyze business drivers, provide recommendations for short- and long-term attainment of service objectives, applying technical, statistical and analytical skills to maintain an efficient and accurate workload as well as staffing plans for the CSC Dept. This is accomplished by analyzing data, identifying trends, producing forecasts, staffing plans, schedules and reports for the Workforce Manager and the CSC Management staff. Ability to change tasks frequently and exacting detail analysis is imperative. Other duties include administer the time off planning process, conduct research, and maintain the accuracy and effectiveness of the Workforce Optimization software applications, as well as all other daily workforce job functions.

Responsibilities:

• Prepares short term and long-range forecasts of call volume, handle time, required staff and service level.
• Ongoing capacity planning including evaluation of required vs. expected staffing, with recommendations for allocation and/or level changes of resources.
• Serves as subject matter expert in call center workforce modeling and responds to ongoing requests for staffing and service gap analysis.
• Make regular presentations to senior leadership providing insights to past, current, and future contact center demand, staffing and service factors, with actionable recommendations for continuous improvement.
• Ensures contact center service levels are achieved by continuous monitoring of real-time agent handle time, attendance, and adherence to schedules.
• Prepares intraday reports on staff attendance.
• Reconciles attendance daily with employee timesheets against schedule and time in/time out reporting.
• Manages changes to scheduling to ensure adequate daily resource coverage.
• Communicate with management and operations team to ensure compliance with company standards.
• Maintain running report of attendance incidents.
• Analyze time off request submissions and approve/deny based on their effect on operations.
• Processes schedule trade requests for posted schedules.
• Produces and maintains a set of accurate, timely, repeatable reports, quantifying and articulating contact center queue and agency performance across multiple dimensions.
• Designs new reports as needed and/or in response to business changes.
• Effectively communicates across the business, with staff at all levels using reports, written communication and presentations.
• Processes management requests for modifications of scheduling events (meetings/training, etc.).
• Use accuracy of schedule measurements for continuous improvement, including making recommendations to improve scheduling efficiency and team member satisfaction.
• Provides analytical support for special projects.
• Performs any other related duties as required or assigned.
• Ability to cope with job related stress including but not limited to deadlines, customer, supervisory and staff interactions, multi-tasking and high work volumes is required.

Qualifications:

Minimum:

· High School diploma or equivalent

· Work requires knowledge of a specific vocational, administrative, or technical nature that may be obtained with six-months/one year of advanced study or training past the high school equivalency or equivalent experience.

· 1-3 years’ experience

· Fluency in English

· Must be able to type 30 WPM

About NTTA: NTTA is a political subdivision of Texas created to acquire, construct, maintain and operate toll roads in North Texas. As a customer-driven organization, NTTA delivers a safe and reliable toll system for millions of customers each year in one of the fastest growing regions in the United States. NTTA is a vibrant organization with a highly qualified, energized and engaged team focused on achieving Excellence and we are looking for talented individuals to join us.

Our mission: We are committed to providing a safe and reliable toll road system, increase value and mobility options for our customers, operate the Authority in a businesslike manner, protect our bondholders, and partner to meet our region's growing need for transportation infrastructure.