Posted On: 1-31-2022
Position Title: Analyst II Customer Service
Job Location: Remote
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“Windstream is considered an essential business and we are HIRING NOW. As our company responds toCOVID-19, the safety and well-being of our employees, customers, partners and communities is our toppriority.

About the Role:
The Analyst II-Workforce Management (WFM) will support specific Lines of Business (LOB) from a WFMperspective, and will be responsible for developing, analyzing, and maintaining call volume and workload forecasts,will provide staffing and schedule plans needed to meet service level and performance objectives based upon thoseforecasts, and will work with the LOB owners to understand organizational goals and objectives and develop plansto meet those objectives. The Analyst II- WFM will carefully monitor and measure the results of the plan, and willprovide feedback and recommendations to optimize performance.

What You’ll Do:

  • Collect and analyze historical data by call type
  • Identify, evaluate and act upon trending patterns
  • Prepare accurate call volume and workload forecasts
  • Design and implement schedules to support forecasts
  • Prepare staffing, new hire, and attrition models to support each LOB objectives
  • Determine optimal work schedules, including the coordination of departmental meetings, training sessions,and other off phone activities
  • Forecast and schedule all Shrink factors and activities, to include both at work and away from work shrink
  • Coordinate scheduling and reporting of employee Paid Time Off
  • Provide annual vacation bid by center and LOB
  • Analyze and report agent utilization, performance, and adherence to maximize effectiveness
  • Provide Intraday Performance forecasts to compare with actual results
  • Provide Daily and Weekly “Game Plans” to properly level set expected actions and forecasted performance
  • Analyze actual to forecast variances, and determine root cause of variance and recommendations forcorrection/improvement with the end result to meet performance objectives
  • Analyze and evaluate with the LOB to determine the appropriate performance metrics: Service Level,Average Speed of Answer, Abandonment goals, Average Handle Time, etc.
  • Planning for both Long Term (Strategic and budgetary) and Short Term (tactical) forecasting and staffingscenarios
  • Ad hoc scenario runs and evaluations
  • Analyze and report Key Performance Indicator ranking, outlier, and correlation designed to improve theoverall performance of the LOB
  • Utilize and maintain WFM tools and software, and compile all data to include normalization anddocumentation of any anomalies (Impact 360/Verint preferred)
  • Work with other members of WFM team to back-up other Lines of Business, and assist with big ticket items(Shift Bids, Vacation, etc)
  • Work with the Call Center Technology and Reporting Teams to provide LOB owners with recommendationsand best practices
  • Assist in creating WFM Processes and Procedures, and aid in their evolution and development of bestpractices
  • Other duties as required or assigned

Do You Have?

  • 2 to 5 years of Contact Center Experience with proficient and working knowledge of Call Center Operations,technology, strategies, and techniques
  • Demonstrated strong analytical skills
  • Ability and willingness to learn new software applications
  • Demonstrated complex problem solving, critical thinking, and decision making skills
  • Highly organized, excellent time management skills, and detail oriented, with an emphasis on accuracy,timeliness, and dependability
  • Ability to work independently with minimal supervision, as well as with others in a team environment toprovide peer assistance, review and feedback
  • Excellent communication skills, both written and verbal, with a wide range of recipients: co-workers, LOBowners, agents, and outside vendors as example
  • Microsoft Office proficiency, especially Excel (minimum intermediate level)
  • Ability to work a flexible schedule, including nights and weekends, as the business requires

Our Benefits:

  • Medical, Dental, Vision Insurance Plans
  • 401K Plan
  • Health & Flexible Savings Account
  • Life and AD&D, Spousal Life, Child Life Insurance Plans
  • Educational Assistance Plan
  • Identity Theft, Legal, Auto & Home and Pet Insurance

About US:
Windstream Holdings, is a leading provider of advanced network communications and technology solutions forconsumers, small businesses, enterprise organizations and carrier partners across the U.S.

Minimum Requirements:

  • College degree and 3-5 years professional level experience with 0-1 year supervisory experience for supervisoryroles; or 7+ years professional level related experience with 0-1 year supervisory experience for supervisory roles;or an equivalent combination of education and professional level related experience required.

Primary Location
Iowa-Virtual Office IA 0.93 – 0.97
Other Locations
New York-Virtual Office NY V203 1.00, United States
Job Category
Customer Service
Hiring Manager
Heidi D Van Scoy