Posted On: 10-24-2013
Location: Detroit – Bricktown, MI
Technical Analyst – Service Workforce Management
Department: Service Workforce Management


Under general supervision, responsible for the analysis and enforcement of WFM best practices with a particular focus on technical and analytic responsibilities. Reporting to the Senior Technical Analyst, the role will utilize forecaster/scheduler software to provide information on call center trends and forecast/schedule support for call centers.

Capture and manage data in support of operational analysis and reporting. Responsible for day-to-day monitoring of the outsourcing plan. Manage call volume/AHT short-term forecasting. Analyze call center data, identify trends, and make recommendations based on trend analysis. Design and maintain database/spreadsheet models. Analyze and implement adjustments to scheduling models. Evaluate call center performance against benchmark data. Other duties may be assigned.

Responsible for assisting and supporting management in the evaluation, recommendation, establishment, implementation and analysis of new and improved production workflows, work processes for systems, reporting and new products/programs to improve customer service levels and overall quality.

Assist and support in the planning, coordinating, developing and implementing of approved projects which are Divisional and/or Corporate in scope in order to enhance the overall efficiency of operational procedures, methods, controls, and performance. Analyze, process and/or expedite operational transactions; this may include timely resolution of problems. Participate in systems testing, develop procedures/controls and provide recommendations for the ongoing improvement of the updated process. Provide leadership team with status of projects; issue, communicate and recommend policy decisions to achieve project objectives. Utilize and maintain available corporate production and reporting systems; produce routine and non-routine reports, presentations, letters communications and graphics. Assist personnel (both internal and external) by answering questions, supplying information and training. Represent department and division as requested on work groups and special assignments. Develop and maintain an effective working relationship with customers or partners. Other duties may be assigned.


  • Bachelor’s Degree in related field preferred.
  • Two (2) to five (5) years experience in related field is required.
  • Demonstrated knowledge/competency in the following areas: claims or inquiry processing experience preferred, analytical experience, ability to produce statistical information from conceptual needs, and working with PC application and/or mainframe systems preferred.
  • Effective verbal and written communication skills.
  • Ability to lead and contribute to process improvement programs.
  • Excellent interpersonal skills necessary to interact with all levels of all personnel.
  • Other related skills and/or abilities may be required to perform this job.


  • Bachelor’s Degree in related field preferred.
  • Two (2) to three (3) years experience in a forecasting or Scheduling Analyst role required.
  • Knowledge of Blue Pumpkin and Aspect technology workforce planning capabilities required.
  • High level of skill in data analysis
  • Effective verbal and written communication skills.
  • Good understanding of call center operations, call routing, and ACD systems.
  • Excellent interpersonal skills necessary to interact with all levels of personnel.
  • Proficiency in Microsoft Office; with advanced knowledge of Excel required
  • Other related skills and/or abilities may be required to perform this job.
  • Ability to meet deadlines and manage changing priorities.

Apply online at keyword ‘OPE00037’