Workforce Analyst analyzes and evaluates workforce metrics to improve human resources capacity planning and maximize labor utilization rates. Utilizes hiring, sourcing, attrition, and productivity metrics to provide actionable insights about the current and future states of a workforce. Being a Workforce Analyst applies predictive models and methods to develop short and long-term forecasts. Produces reports and visualizations that provide easy to understand information required for decision making. Additionally, Workforce Analyst typically requires a bachelor's degree or equivalent. Typically reports to a manager. The Workforce Analyst occasionally directed in several aspects of the work. Gaining exposure to some of the complex tasks within the job function. To be a Workforce Analyst typically requires 2-4 years of related experience. (Copyright 2024 Salary.com)
Responsibilities
Performance Outcomes
Real Time Management Service Expectations
Act as a central point of contact for the servicing and staffing of assigned lines of business
Be accessible to all internal and external team members and respond timelyto troubleshooting needs prior to Cherwell request entry
Manage all internal service or troubleshooting requests through Cherwell and maintain tracking and reporting until items reach completion
Assist and manage technical issues reported via internal email box by researching items pertaining to memberships, applications, or technical matters in an expedient manner
Clearly and quickly communicate identified risks to meeting operational goals to management and team members
Be an advocate for internal and external customers and an empathetic problem-solver in all customer interactions
Monitor real-time staffing, adherence, and agent work states and report repeat behavioral findings to management
Manage intraday staffing levels across multiple sites / entities to meet service level targets
Coordinate and interact with internal and external partners regarding real-time performance, making adjustments to balance and meet operational goals within specified ranges
Answer the phone, email and / or WFM chat in a timely, welcoming, and professional manner
Process administrative requests related to agent schedulestimely & accurately
Operational Support
Develop and maintain the structure, systems, and procedures to forecasting and planning, production capacity, staff planning, and intra-day management
Present analytical reporting using available data understanding the needs of stakeholders at differing levels of authority (from agent to executive team)
Maintain data records including workday as necessary and assist with LMS and other training / meeting requirements as well as payroll
Lead daily staffing review meetings with management detailing previous and current performance
Must maintaina high level of confidentiality with employee records, projects, and other company restricted information
Cost & Performance Expectations
Achieve daily service level obligations for multiple lines of business while minimizing employee labor costs.
Optimizes FTE and Staffing expenses to reduce cost per call and increase agent utilization
Ensure accurate reporting of key business metrics throughout Customer Care and compile data on current trends incorporating key business drivers, initiatives, and changes in assumptions
Execute timely and appropriate actions to balance staffing levels, including making decisions on offering voluntary time off and overtime.
Last updated : 2024-04-24
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