Contact Center Quality Analyst, Sr. jobs in Lebanon, PA

Provides work force management support to the Contact Center and other assigned Teams. Balances real time inbound and outbound call and non-call customer contacts, developing forecasts, assessing the operational and financial benefits and impacts of scenarios while ensuring execution to meet/exceed service level standards and efficient utilization of resources. Accountable for real-time monitoring of workforce performance during Contact Center hours of operations, alerting management to trends, discrepancies or issues around changing service levels, day-to-day execution and throttling of the outbound customer contact campaigns, ad hoc data analysis, production of daily reports, troubleshooting of production issues, and operations support of multiple contact center locations and diverse groups.

• Monitors real-time call and non-call performance and activity to ensure service levels are met.
• Alerts management to discrepancies or real-time changes in service levels.
• Establishes and maintains communications channels regarding events that impact call volume.
• Provides consultation to Supervisors on staffing and volumes utilizing staffing models for new or adjusted forecasted assumptions and provides coaching/training on resource planning policies and procedures.
• Develops and maintains short term and strategic forecasts/capacity plans for inbound/outbound contact and non-call work volumes and staffing requirements based on historical trends and business growth objectives and ensures forecasts and capacity plans are generated in a timely and precise fashion.
• Forecasts call volumes, analyzes historical call volume, projects budgetary expenses, and assists with training and new hire projections.
• Provides clear and effective communication of the forecasted workload, changes, assumptions and inputs., Understands, formulates, incorporates and plans workload based upon key drivers of volume, analysis, and data.
• Builds staffing strategies that support a multi-site, multi-skilled contact center.
• Monitors real-time call and non-call performance and activity to ensure service levels are met.
• Alerts management to discrepancies or real-time changes in service levels.
• Establishes and maintains communications channels regarding events that impact call volume.
• Provides consultation on staffing and volumes utilizing staffing models for new or adjusted forecasted assumptions and provides coaching/training on resource planning policies and procedures.
• Investigates, analyzes, and compiles data, and develops reports to integrate, extract, and present data in the desired format.
• Performs trend analyses, projections, and graphical presentations of pertinent results when appropriate.
• Ensures accuracy and validity of data used in all reports and analyses.
• Identifies, creates and provides reports and analysis to PCC leadership to assist in making informed business decisions and drive awareness and accountability for key factors impacting service performance.
• Creates strategic recommendations to improve productivity while balancing service levels and costs.
• Develops and maintains call flows for applicable inbound phone lines, recommends message of the day and/or hold/queue messaging updates based on trends or planned/unplanned events.
• Works collaboratively with the IT and Telecom teams on all call routing; this includes any setup associated with all new plans, changes to existing routing, trouble shooting, and testing.
• Conducts regular audits of agents, their shifts, skills/attribute assignments, and vacation groups/times.
• Maintains the WFM tools/platform utilized for forecasting and scheduling.
• Coordinates with vendor workforce management to balance contact volumes and staffing needs.
• Maintains events calendar, tactical staffing plan and outage system and ensures that impacts to the business are captured, analyzed and recommendations on staffing are delivered in a timely manner.
• Develops and maintains appropriate documentation and/or procedure manuals as needed.
• Troubleshoots call routing/delivery issues and anomalies acting as first level support before engaging Telecom and Network Support.
• Develops and maintains disaster contingency plans and implements as needed.
• Works with vendor/internal Voice Systems and IT teams to ensure that all queues can be routed to alternate sites as needed and that plans are in place for system outages or down time.
• Coordinates testing plans at least annually.
• Identifies/confirms system issues/outages and assesses impact, implements contingencies, gathers data for trouble shooting, engages the appropriate IT personnel, and communicates updates to leadership.
• Once resolved assists with obtaining root cause analysis.

Work is typically performed in an office environment. Accountable for satisfying all job specific obligations and complying with all organization policies and procedures. The specific statements in this profile are not intended to be all-inclusive. They represent typical elements considered necessary to successfully perform the job.

*Relevant experience may be a combination of related work experience and degree obtained (Associate’s Degree = 2 years; Bachelor’s Degree = 4 years).