Lead Workforce Analyst

ResponsibilitiesAssist in the administration of schedule adherence, exception time management and real-time call routing through utilization of workforce management software (IEX TotalView software)Coordinate real-time scheduling of team meetings, supervisor coaching sessions, training, and other scheduled time-off phone activityMonitor real-time adherence and call statistics and communicate with supervisors to ensure on-phone and off-phone activity is managed efficiently throughout the dayAssist in monitoring of sick calls, tardiness, etc., entering real-time exceptions into IEX Management (absence, tardiness, meetings, overtime, etc.)Generate and communicate off phone activity reports, staffing issues, performance measures, and call statistics to appropriate members of managementForecast potential over-staffing/under-staffing conditions and adjust real-time staffing based on call center needsMonitor intra-day call volume to outsourcers to ensure load balancing and compliance to forecast agreementsAssist Workforce Administrator in administration of overtime and voluntary time off (VTO) programsPerform other duties as assigned

 

RequirementsAbility to analyze and interpret dataAbility to communicate orally and in writing in a clear and strait forward mannerAbility to communicate with all levels of management and company personnelAbility to handle multiple projects and tasksAbility to maintain confidentialityAbility to make decisions and solve problems while working under pressureAbility to prioritize and organize effectively