Service Center Workforce Analyst - JB

Service Center Workforce Analyst - JB#  _## Service Center Workforce Analyst - JBApply:
Off-site Utah:
Full time:
Posted Yesterday:
R20940#
** Please reference the schedule and minimum qualifications listed below before applying.
** If you need assistance with filling out our application form or during any phase of the application, interview, or employment process, please notify our Human Resources Team at  option 1 or email  and every reasonable effort will be made to accommodate your needs in a timely manner.#
** Job Summary
** The purpose of this job is to compile and analyze Member Service Workforce/Service Level needs. Responsible for forecasting, scheduling, reporting and real time management of call center operations. Analyze workforce metrics, trends/patterns and resource allocation to meet organizational needs. Responsible for daily management of service levels and develops and analyzes reports as needed. Requires a considerable degree of operational and strategic coordination with multiple internal and external partners.

Maintains awareness levels and ensures staff is informed in a timely manner of relevant policies and processes.#
** Job Description
** To be effective, an individual must be able to perform each job duty successfully.
* Manages member service scheduling (i.e., shifts, training, vacation, meeting, overtime, off-line work, exceptions, etc.) to ensure that daily service level and average speed of answer (ASA) objectives are met.
* Monitors multiple increments and daily volume, average handle time (AHT) and staffing requirements to ensure volume is in compliance to member service forecasts. Monitors Real Time adherence, production statistics to ensure production is managed efficiently throughout the day
* Generates and communicates productivity reports, staffing issues, performance measures and call statistics to member service.
* Demonstrates professional behavior, team work, punctual, dependable, and adheres to company policies & procedures
* Develops short term forecasts for member service with a high level of accuracy.
* Own forecasting, capacity planning, scheduling, and real time management for member service.
* Understand volume and team capacity to engage management in changing levers on or off to achieve a business unit’s desired outcome.—advise management
* Maintain a 3 week out planning process for all of member service.

KNOWLEDGE, SKILLS, and ABILITIES The requirements listed are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

Experience3-5+ years of similar or related experience; managing workforce via an inbound environment

Experience with Cisco/Calabrio/Kronos or similar Workforce Management Tools preferred

Advanced skills in Microsoft Office (Outlook, Word, Excel)
Experience reviewing data visualization tools/dashboards.

Education Two year degree or equivalent. Four year degree preferred.~Licenses, Certificates, Registrations None Computer /Office Equipment Skills Intermediate skills with Microsoft Office Suite including Outlook, Word, PowerPoint, and Excel.

Managerial Responsibility Has no supervisory/managerial responsibilities

Additional Skills and Responsibilities
* Audit employee’s attendance for tardiness.
* Manage service center attendance line.
* Have an understanding of all MACU policies/procedures related to attendance and time off.
* Strong data, analytical, and root cause analysis.
* High attention to detail.
* Experience analyzing, interpreting and summarizing complex data as it relates to contact center & branch operations.
* Experience preparing and presenting reports, forecasts, trends and recommendations to the team and…