Sr. Workforce Data Analyst - Call Center - REMOTE
Vacancy expired!
Job Introduction Maximus is looking for a Sr. Workforce Data Analyst - Call Center - REMOTE . This position will have responsibility to design, analyze and update existing call forecast models based on the changes in business needs. Job Description Summary Sr. Forecasting Analyst will be responsible for the creation and maintenance of medium and short term call and staffing forecasts. This position will quantify the call impact of past and future events, such as system changes, loan conversions, changes to agent procedures, impacts of training updates, collection activities, and various marketing campaigns. The Forecasting Analyst will be expected to present to all levels of management the expected call volume, staff requirements for this workload, and potential risks to achieving service level goal.This position will have responsibility to design, analyze and update existing call forecast models based on the changes in business needs. Pull data from Multiple data sources using SQL/SAS to create reports and track various drivers impacting the call forecast. Need to be able to present effectively why assumptions are appropriate and conduct detail analysis on forecast variance and provide updates. Job Summary Essential Duties and Responsibilities: - Provide analytics data of call/web chat arrival patterns, seasonality analysis of call and web chat volumes, agent efficiency analysis, statistical analysis of the agents and call center performance. - Create and design ad hoc reports using SQL and other software languages for data analysis pertaining to agent scheduling, call volumes, Web Chat Volume, Agent Performance Metrics. - Analyze, determine and communicate work/training schedules for agents to operations management. - Maintain production data and review of staff plan hours for accuracy to optimize efficiency. - Manage skillset and optimization of agents either independently or as instructed by management, including availability of agent to queue vs skillset and call back assignments. - Provision Agents within business systems to create optimal project performance and make recommendations for improvement. - Create, track, and maintain agent metrics for historical information purposes. - Make recommendations for improvements in project performance based on analysis of forecast to actuals. - Maintain workforce management templates for monthly roll up and required performance reporting. - Configure events within the workforce management database use of the system by end users and operational analysis. - Support the WFM supervisor with assigned duties and act as the department subject matter expert. - Oversee maintenance of tracking system for log in/log out production and reporting. - Determine, document, and escalate concerns on agent performance to management. - Take the lead on projects, research and resolve operational items escalated by workforce management Analysts. - Develop, create, and conduct systems training for supervisors on the workforce tools, processes and best practices. - Assist in training Workforce Management new hires as directed by supervisor. - Create work Instructions and job aids for Call Center and eligibility & enrollment supervisors to provide instruction on what action is required for specific codes as it relates to Workforce Management. - Accurately track and manage contact center schedule adherence. - Complete and manage schedule exceptions/adjustments for the company. - Ensure the accuracy and timeliness of data by working time off, schedule changes, and other types of requests. - Conduct analysis and recommend solutions to real time performance issues. - Monitor operational statistics and trends. - Evaluate reports and make recommendations regarding call volume statistics and staffing models that support client service level agreements. - Prepare daily/weekly/monthly and ad hoc reports and distribute to Management. - Create and interpret reports for management, identifying inefficiencies and outlining opportunities for improvement. - Analyze and make recommendations for appropriate course of action based on findings and business justification. - Collect trends and information needed to communicate to operations and reports those trends to supervisor. - Develop strong working relationships within the organization to ensure efficient and effective problem solving and issue resolution. - Attend meetings with operations management and fills in when needed, in the absence of supervisor or manager. - Identify areas of opportunity in regards to skills the Workforce Team needs and proactively help or bring that information to the supervisor. - Create forecasts and build staffing requirements for the project. - Adjust forecasts and make recommendations for staff adjustments to management. - Real time monitoring of agents and notification of unscheduled agents activities and adherence Monitor all Real-Time and Intra-Day activities to ensure operational goals are met. - Assist and direct the day-to-day contact center call flow, assuring that service level objectives are consistently met. - This assistance will occur real-time and historical, as well as proactively planning for future requirements. - Perform other duties as may be assigned by management. Minimum Requirements: - Bachelor's degree with 5+ years of experience. - Advanced degree or professional designation preferred. - Develop solutions to a variety of complex problems. - Work requires considerable judgment and initiative. - Exerts some influence on the overall objectives and long-range goals of the organization. Education and Experience Requirements
Essential Job Functions:- Build Daily/Weekly Calls, AHT Forecast for all workgroups considering historical trends and planned events and campaigns
- Develop Automated SQL queries to pull and track historical calls and performance metrics
- Develop historical patterns for call arrivals over the years, months, weeks, days as a predictor of the future
- Partner with marketing, customer communications, strategy & WFM to proactively identify call drivers and call generating activities
- Ensure forecasting is collaboratively done with operations management to incorporate ongoing changes
- Ensure appropriate infrastructure requirements (inbound trunks, IVR port capacity, tie lines etc.) are communicated to the Voice group
- Conduct regular variance analysis and normalize for atypical factors and events
- Target short term forecast accuracy of +/- 5%
- Facilitate regularly scheduled forecast review sessions with the business and maintain relevant documentation
- 3-5 years of call center forecasting experience
- Strong data analytics skill using SAS/SQL/Hadoop
- Ability to compile and present data that address specific process related questions or issues
- Advanced MS Excel skills including SQL Query, VLOOKUP, Pivots, Graphs
- Educational background in math, business, finance, economics or operations research
- Knowledge of Tableau or other reporting software
- Familiarity with Workforce management software like IEX Total View or Genesys
- Knowledge of student lending and/or consumer lending industry including call center environments.
- Must reside in the U.S.
- Must be a U.S. citizen.
- Must be able to pass a criminal background check.
- Must not be delinquent or in default on any federal student loans.
- Employment and continued employment are contingent upon obtaining and maintaining a favorable clearance.
- Final suitability determination is the sole discretion of the Department of Education.
- Hardwired internet (ethernet) connection
- Internet speed of 25mbps or higher required (you can test this by going to www.speedtest.net)
- Private work area and adequate power source
- All equipment will be provided by Maximus (Computer & Headset)
Vacancy expired!