Workforce Analyst Supervisor eBay Melbourne Today Job in Melbourne, Florida US
Workforce Analyst Supervisor eBay Melbourne Today
Job Description - External: Position Description Supervise regular workforce analysts to meet service level, agent adherence and real-time objectives across all partners and sites. Through direct and indirect actions ensures effective and efficient utilization of resources to minimize variable labor cost as balanced against service level expectations in the call centers. Plans and distributes daily work schedules for workforce analyst. Monitor real-time queues and adherence tools to ensure service level and response time objective are met; oversee real-time escalation (Service Level Condition) plans. Ensure maximum utilization of existing technology to support efficient traffic distribution and use of staff. Perform and handle other duties/tasks, as assigned by Workforce Manager. Key Performance Drivers This position is a driver of implementing command center performance either through supervision of workforce analyst or direct activities. The ideal candidate will be a self starter with strong supervisory, communications, and analytic skills. The key performance metrics are: Workforce Analyst Performance (quality and scorecard results) Communications Group performance goals Primary Responsibilities As a supervisor in the command center team, ensure optimum staff utilizations and use of resources. Administer quality programs for the WFAs. Administer the performance programs and manage corrective actions for the WFAs. Interface with center management and central operations regarding factors that may impact staffing and service levels; assist in coordinating center activities with central operations. Implement effective administrative tracking, analytical and trending procedures to support the unit's goals. Maintain workforce management system and integrity of workforce data (i.e. agent data, archiving reports, deleting old schedule runs, etc.) May be responsible for producing periodic productivity and other required ad-hoc reports from the workforce management system. Forecast and manage intraday call volume trends to ensure a more effective and efficient workload. Adjust intraday workforce requirements based on changing/dynamic forecasts Schedule all transaction based work and special events for optimal service levels and occupancy (e.g., meeting, training, coaching, email, queue work, projects) Complete of past date and current date trends analysis for intraday staff schedules Generate daily, weekly, and monthly statistics on adherence, attendance and ACD/CMS information for management and capacity planning. During periods of coverage needs perform any command center duties as required by the Workforce Manager (i.e., RTA, SLC, scheduling, etc.) Responsible for compliance with all federal, state and local laws, rules and regulations affecting Company. Responsible for performing other duties and responsibilities as required.