Posted On: Apr 24, 2013
Position Title: Call Center Workforce- Analyst
Location: Warren, MI, USA

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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.


  • 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


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