Workforce Management Analyst, Phx Job in Phoenix 85029, Arizona Us
Position Description:
Position Summary:
• Provide workforce management and CIC support within the call center, assisting with development and maintenance of workforce management and CIC systems and reports.
• Support company policies and procedures.
• Lift 5-10 lbs.
• Other duties as assigned.
Primary Responsibilities:
• Provide and analyze data to assist with planning, scheduling, forecasting and skill set maintenance within workforce management and CIC.
• Facilitate data gathering, problem resolution, and decisions-making sessions.
• Perform routine audits of call center reports to ensure accuracy and integrity is maintained
Qualifications:
Education and experience:
• College degree preferred or 3-5 years of related experience
• Systems background with a concentration in call center operations/workforce management, (2 years minimum experience).
• Strong background and knowledge of call center quantitative and forecasting methodology.
• Demonstrated experience with one of the following: GMT, IEX or other manpower planning tools.
Key Competencies:
• Proficient in reporting/analyst applications and PC skills including MS applications; Word, Excel and Crystal Reports.
• Excellent written and oral communication skills with a high level of professionalism
• Experience working and making decisions with minimal supervision
• Creative with problem solving for business needs
• Ability to write reports, business correspondence, and procedure manuals.
• Ability to effectively present information and to respond to questions from management, clients and customers.