Posted On: Apr 24, 2013
Position Title: Call Center Workforce- Analyst
Location: Warren, MI, USA
Apply online at: https://jobs.gm.com/job/Warren-Call-Center-Workforce-Analyst-Job-MI-48088/2447704/
Call Center Workforce Analyst-SAL0003748
Under the limited supervision, the Workforce Analyst analyzes real-time call volume patterns and various agent phone states using a Call Center Management System, and makes necessary skill changes to ensure calls are answered according to established service levels goals. The Workforce Analyst will effectively use a combination of workforce scheduling software and real-time queue management software to achieve service level goals.
Duties:
- Re-Forecast interval and daily transaction volumes (inbound, outbound), handle times and other production metrics by group and report on actual vs. forecasted volumes (phone, web, e-mail, fax, white mail)
- Responsible for analyzing and administering schedule optimizations for the call center; including time off request, over time etc.
- Approve and administer real time exceptions
- Tracking, monitoring and reporting of system down time and processes across the BU’s
- Collaborate with Command Center managers to understand/improve the accuracy of the data provided
- Collaborate with CSP and Command Center management on initiatives to improve service and transaction handling efficiencies
- Perform various ad hoc analyses, formulate conclusions and present conclusions to management
- Ability to manage multiple activities at one time in a high pressure environment
- Support initiatives and Call center management with simulations and modeling
- Actively scan for and pursue new techniques, industry practices, learning opportunities, tools and process improvement opportunities
- Assume Senior Workforce Analyst role as required
Qualifications
Required Skills/Qualifications:
- 4 year degree or equivalent experience
- 3+ years of previous experience working in Real-Time Adherence required
- Working knowledge of industry standard call center technology (ACD, IVR, Network Features), reporting automation applications
- Thorough knowledge of IEX TotalView (centralized, multi-media, multi-site)
- Comprehensive understanding of call center metrics
- Must be familiar with the following tools: Windows NT, Word, Access, PowerPoint, MSProject, Excel (including knowledge of Macros), Avaya CMS
- Highly innovative and creative thinker
- An approachable individual able to command respect from senior leaders and peers
- Excellent written and verbal communication skills
Able to work with others in a highly collaborative way: listens to others’ input, values outside perspectives, continuously seeks feedback
Preferred Qualifications
- Statistics or Mathematics degree preferred
- 2-3 years of experience in forecasting, monitoring and analysis of customer contacts in a call center real time environment. Technical or automotive experience a plus
Location: Warren, MI
Primary Location: US-MI-Warren
Posting Date: Feb 25, 2013, 4:46:44 PM – Ongoing
Job: Sales, Service & Marketing
Nearest Major Market: Warren
Nearest Secondary Market: Detroit
Job Segments: Call Center, Outside Sales, Automotive, Sales, Customer Service