Description
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Job Description :
Summary
The Call Center Workforce Analyst assists in developing and delivering accurate and cost-efficient contact volume forecasts, and agent workforce schedules for our call center activities, both real-time and planned. These activities will require the incumbent to understand the business trends and patterns that effect agent performance and service level attainment.
Essential Functions
- Interpret, research and evaluate call trends
- Develop long and short term forecasts to meet optimal service objectives
- Assist manager in providing staffing recommendations based on analysis
- Review data to compare actual results vs. forecasts
- Work with manager team to review and assist with resolving efficiency and productivity gaps
- Collaborate with our Call Center management or other internal management to identify workload drivers
- Create schedules for call center agents
Additional Responsibilities
- Generate and adjust long-term, short-term, and active forecasts to achieve center goals.
- Review previous day's results and adjusting histories for special days and call distributions.
- Review historical data and work with management to develop staffing plan.
- Use workforce management software, call volume history, and overflow data to determine staffing levels and optimal staffing to handle workload requirements.
- Optimize scheduled breaks and lunches as resource requirements change, determine need for overtime and approve or deny as required.
- Monitor schedule adherence, update real-time schedules, and report agent statuses.
- Communicate and report KPIs to management and provide real time status updates to Supervisors.
- Provide average speed of answer and abandon rate explanations for any day where KPIs are missed.
- Time off requests, offline time, and schedule bids.
- Review and respond to schedule inquiries from management and agents
- Track and report absenteeism, schedule deviation and forecast adjustments percentages as they relate to schedule overhead.
- Provide workforce and performance reports to management.
- Create any ad hoc reporting as needed to present to Mgmt. or Client.
- Communicate and track workforce management issues to management, as required.
- Special departmental assignments and/or projects as assigned.
- Creation and maintenance of reports as required for performance and financial reporting.
- Performs other duties as assigned.
Skills and Abilities
- Ability to analyze and interpret data in order to create short-term and long-term forecasts
- Ability to analyze and solve problems
- Communicate and present results to department and company leadership team
- Interact with call center agents on a daily basis
- Flexibility to change priorities but meet deadlines
- Strong oral and written communications skills
- Ability to create and maintain professional relationships within all levels of the organization (peers, work groups, customers, supervisors)
- Ability to work independently and as a member of a team
- Flexibility to operate and self-driven to excel in a fast-paced environment
- Capable of multi-tasking, highly organized, with excellent time management skills
- Detail oriented with excellent follow-up practices
Qualifications
- Bachelor's degree required Bachelor's Degree or equivalent
- Three (3) years or more 3-5 years of Workforce Management experience required in a medium to high call volume call center. required
- Extensive ACD report experience along with experience using Excel, Word, and PowerPoint. required
DOT Regulated: No
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Job Category: Customer Service
Compensation Information :
The compensation offered to a candidate may be influenced by a variety of factors, including the candidate's relevant experience; education, including relevant degrees or certifications; work location; market data/ranges; internal equity; internal salary ranges; etc. The position may also be eligible to receive an annual bonus, commission, and/or long-term incentive plan based on the level and/or type. Compensation ranges for the position are below:
Pay Type :
Salaried
Minimum Pay Range:
$60,000
Maximum Pay Range:
$68,000
Benefits Information:
For all Full-time positions only : Ryder offers comprehensive health and welfare benefits, to include medical, prescription, dental, vision, life insurance and disability insurance options, as well as paid time off for vacation, illness, bereavement, family and parental leave, and a tax-advantaged 401(k) retirement savings plan.
Ryder is proud to be an Equal Opportunity Employer and Drug Free workplace.
All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, among other things, or status as a qualified individual with disability.
Security Notice for Applicants:
Ryder will only communicate with an applicant directly from a [@ryder.com] email address and will never conduct an interview online through a chat type forum, messaging app (such as WhatsApp or Telegram), or via an online questionnaire. During an interview, Ryder will never ask for any form of payment or banking details and will never solicit personal information outside of the formal submitted application through www.ryder.com/careers .
Should you have any questions regarding the application process or to verify the legitimacy of an interview or Ryder representative, please contact Ryder at careers@ryder.com or 800-793-3754.
Current Employees :
If you are a current employee at Ryder, please click here (http://wd5.myworkday.com/ryder/d/task/1422$3.htmld) to log in to Workday to apply using the internal application process.
Job Seekers can review the Job Applicant Privacy Policy by clicking here (http://ryder.com/job-applicant-privacy-policy) .
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