Job description

AmeriLife is in the midst of an exciting and significant transformation designed to better serve the evolving needs of its stakeholders across the country. Administrative Partners of America (APA), an AmeriLife company, is looking for a Workforce Analyst to join customer care center operations. This individual will be part of the team that helps us succeed by making it easy to do business with APA through relentless exceptional service, process improvement and enabling our high-performance, employee-focused culture.
The Workforce Analyst is responsible for managing the schedules of workers to ensure the company operates effectively and efficiently. They help to make sure a company has scheduled enough staff to meet daily demands. The individual must be organized and able to multi-task in a fast-paced changing work environment.

Job Description
Essential Duties and Responsibilities

• Provide real-time telephony monitoring to make intra-day adjustments to maximize performance and achieve service level objectives
• Maintain constant communication with Operations teams to manage staffing based on forecasted volumes versus actual incoming volumes
• Provide detailed analyses to identify, suggest and implement scheduling adjustments that support the department in meeting overall service goals on a daily, weekly, and monthly basis to ensure the department remains optimal.
• Lead team meetings on Workforce Management related trainings
• Create and manage schedules to address demand to achieve stated service level goals Evaluate agent requests for schedule adjustments and determine approval/denial of requests. This may involve responding to manager escalations on scheduling issues
• Based on independent data analysis, provides recommendations on ways to meet SLA’s and minimize cost through recommendations to leadership on overtime needs or shortening shifts when appropriate

Qualifications

• Working knowledge of CCC dynamics including staffing, queues and performance expectations including current quality and service guidelines and general knowledge of company and client policies and procedures.
• Working knowledge of workforce role, methods, and tools along with an understanding of Avaya or similar systems reporting and methods.
• Extensive knowledge of Microsoft Office Suite, specifically strong Excel knowledge, and other related software along with the ability to learn and adapt to new applications quickly is essential.
• Strong analytical skills, the ability to understand complex reporting and data transformations from multiple sources, and the ability to combine data elements from disparate databases to create and manage analysis reports, including but not limited to trend identification and forecast reports.
• At least two years of college or comparable experience preferred. One year call center experience required.

Job Type: Full-time

Pay: $44,000.00 - $54,000.00 per year

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work Location: One location

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