Position Overview   

In this role, a Queue Processing Analyst or (PA) will need a strong workforce management skillset, be a self-starter that works well individually and in collaboration with others to manage inventory levels, with a proclivity to adapt, innovate, and problem solve to deliver the highest level of service towards our customer business requirements. Analysts interpret, analyze, and make recommendations that improve a workforce with an eye on reducing overhead and increasing customer satisfaction and experience. They serve as a primary point of contact for workforce management policies and are subject matter experts on workforce optimization steps.  

    
Essential Responsibilities   

• Manage day-to-day assignment operations by monitoring current inventory levels and    staffing to meet or exceed customer-specific SLA requirements.   

• Facilitate regular calls with region supervisors reviewing internal target statuses and escalated needs, presenting program volumes, health, and trends to leadership.  

• Monitor volume and identify abnormalities for both workforce, workflow, and volume trends.  

• Works closely with the App Support / DMV Partners/ Region Supervisors to ensure the stable and timely flow of events through our background services preventing delays that would put events at risk of delivery within SLA or expiration.   

• Independently engages in service recovery activities by addressing escalated customer issues either in person, over the phone, or via written communications.   

• Oversee real-time response to events and incidents such as technical outages, application failures, unanticipated facilities closures and escalates to appropriate internal and external teams when needed.  

• Design, build, and maintain databases and/or spreadsheets tracking key service statistics.  

• Operate as the subject matter expert on scheduling practices and functions within the organization.  

• Analyze and interpret staffing model results by isolating and analyzing trends and assessing business impacts. Recommend work force pivots by providing analysis and research that supports recommendation (i.e. early outs, overtime, schedule changes).  

• Meet with management to review staffing models and to make improvements to future forecasts.  

• Communicate effectively with internal and external customers in accordance with the company's policies, procedures, guidelines, and common practices.  

• Works with leaders/trainers/implementation teams to ensure staff are trained and allocated correctly to account for evolving client needs.   

• Approves work schedules and time off requests and overtime approvals.   

• Perform other duties as assigned.   

 

Qualifications   

•  Bachelor’s degree in business or computer science preferred, or equivalent work experience.  

• Strong communication, both verbal and written, and the ability to determine the proper medium of communication based on issues at hand.  

• Proficient with Microsoft Office Suite.  

• Strong leadership, time management, and critical thinking skills.   

• Understanding of statistics, trend analysis, and forecasting.