Senior Workforce Analyst, Customer Service
- Houston, United States
Posted 24 days ago
About the role
Position Description
The Senior Workforce Analyst is responsible for understanding customer service staffing and the factors that impact call volume and other customer touch-points. The primary responsibilities include, developing and overseeing schedules, supporting workforce analyst activities, reporting, and planning solutions to provide valuable insights to management for achieving established KPIs and re-evaluating, if needed. Maintains staff performance by monitoring call volume, adjusting and reallocating staff resources when necessary, and real-time productivity management. Creates and assesses the reporting of statistical data, analyzing trends, and tracking of real-time operational performance of agents within Customer Service. Completes routine forecasting of workforce needs, prepares scheduling based on the forecasts, and collaborates with other departments. Works under minimal supervision with considerable latitude for the use of initiative and independent judgment.
Duties and Responsibilities:
- Tracks daily workloads and reconciles to staffing schedules to ensure Customer Service is staffed appropriately. Monitors real-time call queues and real-time staff performance and makes recommendations for adjustments to staffing levels to optimize performance. Alerts management so that adjustments can be made to ensure service level standards are obtained.
- Communicates with Management, Supervisors, and Trainers on all pertinent business issues, sharing responsibility for meeting service level standards and response time objectives across all contact channels. Forecasts and produces staff shift schedules taking into consideration offline activities such as coaching, training, administrative activities, and process changes that could negatively impact scheduling needs.
- Assists with training and development of Workforce Management staff to include utilizing workforce management techniques.
- Collects, analyzes, and maintains statistical data in order to develop short/long range scheduling forecast for entire Customer Service section. Reviews and summarizes agent productivity and adherence data for the creation of the monthly reports.
- Develops innovative schedules based on inbound volume and staff production trends in preparation for the staff schedule bid process. Tracks schedule bid rankings and distributes results to management.
- Assists Workforce Management Analyst in planning work load, work flow, work objectives and time utilization of workforce.
Other Duties:
This Job Description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this position. Management may, at its discretion, assign, or reassign duties and responsibilities to this job at any time.
Requirements
Education and Experience:
- Associate's degree in Computer Science, Technology, or a related field; equivalent work experience may substitute for formal education on a year-for-year basis.
- Minimum three (3) years of experience in call center workforce operations, customer service/relations reporting, or analytical reporting position of similar environment.
- Preference: Basic team leader or supervisory experience is a plus.
- Ability to research, analyze, and evaluate data and information to formulate conclusions and customizable reports and communicate guidance verbally or in writing.
- Ability to collaborate with management staff on projects and procedures.
- Ability to comprehend Automated Call Distribution System, key performance metrics and reports.
- Ability to meet deadlines and communicate the status of assignments.
- Ability to work independently as well as in a team environment and be open to change.
- Ability to multi-task and maintain effective time management skills.
- Strong analytical and organizational skills.
- Strong reporting and spreadsheet application skills.
- Proven ability to lead by example with motivation and encouragement.
- Excellent communication (written and verbal), listening, and interpersonal skills.
- Comprehensive knowledge of the existing automated business applications and their relationships to each other and interfaces to outside systems.
- Working knowledge of personal computers and related software: Microsoft Office including word processing, spreadsheets, and databases.
The position mostly requires sitting in an office environment, occasionally some standing, and light lifting, such as three or four reams of paper or books (up to 20 pounds or an equivalent weight) may be required.
NOTE:Qualifying education, experience, knowledge, and skills must be documented on your job application. You may attach a resume to the application as supporting but ONLY information stated on the application will be used for consideration. "See Resume" will not be accepted for qualifications.
General Information
Position Type and Typical Hours Work:
This is a full time position. Days of work and hours may vary based on the business needs of the department and shift to include days, evenings, nights, and weekends.
Work Environment:
There are no major sources of discomfort. A normal office environment with acceptable lighting, temperature, and air condition is provided.
Reporting Relations:
Reports To Position: Workforce Management Supervisor
Supervises Positions:
Employment may be contingent on passing a drug screen and meeting other standards.
Due to a high volume of applications positions may close prior to the advertised closing date or at the discretion of the Hiring Department.
Equal Opportunity Statement
Harris County is an Equal Opportunity Employer and is committed to providing equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, national origin, age, pregnancy, disability, genetic information, or any other protected class in accordance with applicable federal and state laws.
https://hrrm.harriscountytx.gov/Pages/EqualEmploymentOpportunityPlan.aspx
If you need special services or accommodations, please call (713) 274-5445 or email: ADACoordinator@bmd.hctx.net
Harris County offers a competitive benefits program, including comprehensive group health and related benefits plan as well as defined benefit retirement plan.
The following list of benefits is offered only to employees in regular(full-time) positions:
- Medical
- Dental
- Vision
- Wellness
- Life Insurance
- Long-term Disability
- Employee Assistance Program
- 10 days of vacation each year for the first five (5) years of service. Accrual rates increase based on years of service.
- 10 county holidays plus one (1) floating holiday
- Professional Development Opportunities
- Dependent Care Reimbursement Plan
- Healthcare Reimbursement Account
- 457 Deferred Compensation Plan
- Retirement pension (TCDRS)
- Transportation Assistance (Metro RideSponsor Program)
In accordance with the Harris County Personnel Regulations, Group Health and related benefits are subject to amendment or discontinuance at any time. Commissioners Court reserves the right to make benefit modifications on the County's behalf as needed.
For plan details, visit the Harris County benefits website: https://benefitsathctx.com/