Workforce Analyst

Posted:
5/13/2024, 5:00:00 PM

Location(s):
Córdoba, Argentina ⋅ Cordoba, Córdoba, Argentina

Experience Level(s):
Junior ⋅ Mid Level

Field(s):
Customer Success & Support

The Intraday Analyst is responsible for proactively monitoring and managing contact center intraday performance and progress toward fulfilling client contractual obligations efficiently.  This role encompasses some real-time monitoring, reviewing metrics, and making expert recommendations for improving staffing, optimization of SLAs, and increasing efficiency.

  • Ensure appropriate levels of planned non-working shrinkage (e.g., PTO)
  • Analyze and provide feedback on service level performance outcomes.
  • Actively adjust resource allocation in real-time to meet efficiency and service level targets.
  • Proactively plan skill and support changes as needed to ensure contact center KPI and SLA targets can be met as efficiently as possible.
  • Adjust intraday forecasts by analyzing call volume, Average Handle Time (AHT), and shrinkage patterns..
  • Work closely with Operational Partners to schedule offline activities, ensuring business and client needs are met.
  • Evaluate and approve requests for Paid Time Off (PTO), VTO, and Overtime (OT).

Requirements: 

  • 0 to 2 years of experience with workforce management in a multi-skill, multi-site contact center environment.
  • Experience with workforce management applications and optimization tools.
  • Strong analytical, communication and organizational skills.
  • Advanced knowledge of Excel.
  • Experience as customer care specialist is a plus!

Assurant

Website: https://assurant.com/

Headquarter Location: New York, New York, United States

Employee Count: 10001+

Year Founded: 1892

IPO Status: Public

Last Funding Type: Post-IPO Debt

Industries: Customer Service ⋅ Finance ⋅ Financial Services ⋅ Information Technology ⋅ Insurance