Call Center Operations Analyst
3.
5 Full-time 5 days ago Full Job Description Forecaster-Workforce Management Operation Analyst Job Summary Provides operational support for the call center teams by analyzing and maintaining schedules, staffing requirements, call volume forecasts, real time adherence, and service levels.
Strategizes and offers recommendations.
Job Functions Analyzes, develops, and reports weekly/daily/hourly forecasts and variance reporting.
Collects, manipulates, and analyzes historical call volumes for multiple call center teams in order to achieve optimal volume forecasting.
Analyzes historical and seasonal trends to propose pro-active operational strategies including FTE requirements and skillset needs.
Builds staffing requirement strategies that account for growth, seasonal variations, and special events affecting call volumes.
Creates schedules that ensure achievement of service levels, revenue goals, operating and budget parameters that maintains fair scheduling practices that meet business and employee needs.
Provides analysis and recommendations that improve service and staffing levels.
Verifies staff adherence to schedules and report planned versus actual staffing data, while working with leadership to improve agent productivity.
Maintains and strategizes agents' skill routing to meet service level goals.
Develops, maintains Work Force Management reporting through Genesys and Tableau, that includes call volume trends, long term and short-term forecasting results, staffing summaries, and adherence achievements, and presents to executive management on a monthly and quarterly basis.
Lead and manage processes for shift bids, vacation shift bids, time-off requests, and overtime requests.
Minimum Qualifications
Experience:
2 to 5 year's experience in forecasting/advanced analytical role within a high-volume contact center preferred.
2 to 5 year's experience in analyzing and building schedules for multiple departments within a high-volume contact center.
Experience with Workforce database tools:
Direct experience with Genesys WFM tool is highly preferred.
Education:
High school diploma required; BA degree preferred.
Competencies:
Analytical - Collects and researches data, Designs work flows and procedures.
Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions.
Technical Skills - Pursues training and development opportunities; Strives to continuously build knowledge and skills.
Interpersonal Skills - Maintains confidentiality; Remains open to others' ideas and tries new things.
Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently.
Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
Quality - Demonstrates accuracy and thoroughness; Monitors own work to ensure quality.
Adaptability - Adapts to changes in the work environment; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
Exhibit ability to work in a fast-paced environment.
Adaptability - Maintaining effectiveness when experiencing major changes in work responsibilities or environment (e.
g.
, people, processes, structure, or culture); adjusting effectively to change by exploring the benefits, trying new approaches, and collaborating with others to make the change successful.
Building Partnerships - Developing and leveraging relationships within and across work groups to achieve results.
The starting pay range for this position is $74,000 - $98,600 annually.
Additionally, you will be eligible to participate in our incentive program based upon the achievement of organization, team and personal performance.
Remarkable
Benefits:
Health coverage for medical, dental, vision 401(K) saving plan with company match AND Pension Tuition assistance PTO for community volunteer programs Wellness program Employee discounts The Automobile Club of Southern California is part of the largest federation of AAA clubs in the nation.
We have 14,000 employees in 21 states helping 17 million members.
The strength of our organization is our employees.
Bringing together and supporting different cultures, backgrounds, personalities, and strengths creates a team capable of delivering legendary, lifetime service to our members.
When we embrace our diversity - we win.
All of Us! With our national brand recognition, long-standing reputation since 1902, and constantly growing membership, we are seeking career-minded, service-driven professionals to join our team.
Through dedicated employees we proudly deliver legendary service and beneficial products that provide members peace of mind and value.
AAA is an Equal Opportunity Employer The Automobile Club of Southern California will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable federal, state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
5 Full-time 5 days ago Full Job Description Forecaster-Workforce Management Operation Analyst Job Summary Provides operational support for the call center teams by analyzing and maintaining schedules, staffing requirements, call volume forecasts, real time adherence, and service levels.
Strategizes and offers recommendations.
Job Functions Analyzes, develops, and reports weekly/daily/hourly forecasts and variance reporting.
Collects, manipulates, and analyzes historical call volumes for multiple call center teams in order to achieve optimal volume forecasting.
Analyzes historical and seasonal trends to propose pro-active operational strategies including FTE requirements and skillset needs.
Builds staffing requirement strategies that account for growth, seasonal variations, and special events affecting call volumes.
Creates schedules that ensure achievement of service levels, revenue goals, operating and budget parameters that maintains fair scheduling practices that meet business and employee needs.
Provides analysis and recommendations that improve service and staffing levels.
Verifies staff adherence to schedules and report planned versus actual staffing data, while working with leadership to improve agent productivity.
Maintains and strategizes agents' skill routing to meet service level goals.
Develops, maintains Work Force Management reporting through Genesys and Tableau, that includes call volume trends, long term and short-term forecasting results, staffing summaries, and adherence achievements, and presents to executive management on a monthly and quarterly basis.
Lead and manage processes for shift bids, vacation shift bids, time-off requests, and overtime requests.
Minimum Qualifications
Experience:
2 to 5 year's experience in forecasting/advanced analytical role within a high-volume contact center preferred.
2 to 5 year's experience in analyzing and building schedules for multiple departments within a high-volume contact center.
Experience with Workforce database tools:
Direct experience with Genesys WFM tool is highly preferred.
Education:
High school diploma required; BA degree preferred.
Competencies:
Analytical - Collects and researches data, Designs work flows and procedures.
Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions.
Technical Skills - Pursues training and development opportunities; Strives to continuously build knowledge and skills.
Interpersonal Skills - Maintains confidentiality; Remains open to others' ideas and tries new things.
Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently.
Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
Quality - Demonstrates accuracy and thoroughness; Monitors own work to ensure quality.
Adaptability - Adapts to changes in the work environment; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
Exhibit ability to work in a fast-paced environment.
Adaptability - Maintaining effectiveness when experiencing major changes in work responsibilities or environment (e.
g.
, people, processes, structure, or culture); adjusting effectively to change by exploring the benefits, trying new approaches, and collaborating with others to make the change successful.
Building Partnerships - Developing and leveraging relationships within and across work groups to achieve results.
The starting pay range for this position is $74,000 - $98,600 annually.
Additionally, you will be eligible to participate in our incentive program based upon the achievement of organization, team and personal performance.
Remarkable
Benefits:
Health coverage for medical, dental, vision 401(K) saving plan with company match AND Pension Tuition assistance PTO for community volunteer programs Wellness program Employee discounts The Automobile Club of Southern California is part of the largest federation of AAA clubs in the nation.
We have 14,000 employees in 21 states helping 17 million members.
The strength of our organization is our employees.
Bringing together and supporting different cultures, backgrounds, personalities, and strengths creates a team capable of delivering legendary, lifetime service to our members.
When we embrace our diversity - we win.
All of Us! With our national brand recognition, long-standing reputation since 1902, and constantly growing membership, we are seeking career-minded, service-driven professionals to join our team.
Through dedicated employees we proudly deliver legendary service and beneficial products that provide members peace of mind and value.
AAA is an Equal Opportunity Employer The Automobile Club of Southern California will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable federal, state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
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