Stuller, Inc.

  • Customer Care Workforce Management Analyst

    Job Locations US-LA-Lafayette
    Posted Date 1 month ago(3/13/2018 7:47 AM)
    Req No.
    2018-6169
    Type
    Full-Time
    Category
    Sales
    Work Hours
    8:00am - 7:00pm
  • Overview

    Candidate will serve as Workforce Management Analyst in a Contact Center environment responsible for all WFM tasks. Key responsibilities will include attendance and scheduling functions, as well as preparation of bi-weekly payroll.

    Qualifications

    • 2-5 years experience in Workforce Management, preferably in contact centers with at least 50 employees.
    • Bachelor degree preferred, or 3 plus years relevant work experience.
    • Experience with Workforce Management software (scheduling, performance tracking, reporting)
    • Demonstrated strong analytical skills, with emphasis on forecasting.
    • Ability and willingness to learn new software applications.
    • Skills in complex problem solving, judgment, critical thinking and decision making.
    • Ability to be highly organized with an emphasis on accuracy and timeliness.
    • Ability to organize information and have attention to detail and accurately follow procedures.
    • Ability to work alone with minimum supervision and with others in a team environment, occasionally under time pressure and on several tasks at the same time.
    • Ability to effectively communicate orally and in writing with co-workers, management team, other Departments, vendors, and outside agencies, including being sensitive to professional ethics.
    • Ability to sit the entire work day viewing a computer monitor.
    • Ability to work occasionally evenings and weekends to meet deadlines.

    Responsibilities

    • Prepares intraday reports on staff attendance.
    • Reconciles attendance daily with employee timesheets against schedule and time in/time out reporting.
    • Manages changes to scheduling to ensure adequate daily resource coverage.
    • Communicate with management and operations team to ensure compliance with company standards.
    • Maintain running report of attendance incidents.
    • Ensures hours are accurately accumulated and categorized in a format compatible with company and department payroll procedures.
    • Analyze PTO submissions and approve/deny based on their effect on operations.
    • Monitor attendance and schedule adherence.
    • Processes schedule trade requests for posted schedules
    • Processes management requests for modifications of scheduling events (meetings/training, etc.).
    • Use accuracy of schedule measurements for continuous improvement, including making recommendations to improve scheduling efficiency and team member satisfaction.
    • Provides analytical support for special projects.
    • Collaborate with Operations Department Management on identifying opportunities to further optimize our workforce.
    • Communicates and works with staff members, management.
    • Performs any other related duties as required or assigned.

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