Posted On: 03-02-2015
Position Title: Senior Analyst – Workforce Management Intraday
Job Location: Memphis, TN
Apply online at: https://jobs-alsac.icims.com/jobs/9755/senior-analyst—ecc%2c-workforce-management-%28wfm%29-intraday/job

Job Purpose:
The Senior Intraday Analyst, will work on a team charged with monitoring call volume, service levels, system performance and resource utilization and making Intra-Day adjustments to effectively balance service performance, staffing and the workload across the network (internal and outsource partners) on a real-time basis.
Requirements:
Requires knowledge of business intelligence/data warehousing trends and technology. Must be well organized and systematic in work processes. Must possess good communication and collaboration skills with the ability to work effectively with groups and to conduct meetings. Previous experience with ACD reporting and administration experience desired. Bachelor’s Degree in a related field or equivalent experience and 2-4 years of workforce management/command center experience. Must have at least two years of workforce management experience or equivalent. Must possess a valid driver’s license. Requires use of personal computer.

SKILLS AND COMPETENCIES
• Deep understanding of call center operations
• Deep understanding of call center workforce management and network routing technologies (i.e. Genesys, Avaya, IEX, etc.)
• Proficient in MS Word, MS Excel, MS PowerPoint
• Experience in managing/monitoring a real-time function and executing tactical procedures in high stress situations
• Ability to analyze performance trends and operational metrics in an effort to identify and articulate performance issues and improvement opportunities
• Ability to work with and communicate workforce management strategies with Customer Care operational leadership in an effort to drive performance towards common goals and objectives
• Excellent written communication & interpersonal skills
• Excellent analytical, organizational, and time management skills
• Ability to achieve quality work under deadline pressure
• Skilled in using computer software applications such as Microsoft Office
• Ability to gain content knowledge quickly
• Excellent negotiating skills and consensus building
• Excellent customer-focused skills
• Demonstrated ability to work effectively in a rapidly changing environment
• Must be detailed-oriented and possess the ability to follow through on assignments.