Workforce Analyst – Miami, FL – Society of Workforce Planning Professionals

Posted On: 09/09/2015
Position Title: Workforce Analyst
Job Location: Miami, FL
Contact: Andre Archat – Andre.archat@assurant.com

Assurant Inc.
11222 Quail Roost Drive
Miami, Florida 33157

Description:

The primary responsibilities of the Workforce Analyst Role is to :

Maintain confidentiality of all data.
Support management by real-time monitoring, analysis and evaluation of the performance condition of the contact center.
Monitor for schedule compliance/adherence. Take appropriate actions for improvements.
Track and process attendance data, including coverage of the attendance line.
Administer overtime and down staffing (under timing) process.
Administer site-wide vacation planning process.
Manage multiple metrics simultaneously.
Send key intra-day statistics to management.
Conduct training sessions for Workforce related assignments.
Assist with data gathering and reporting requirements as needed.
Assist with scheduling requirements as needed.
Assist with other assignments as needed.
Basic Qualifications

High School Diploma or GED

2 years of Call Center Experience

Preferred Qualifications:

Bachelor Degree
.2-3 + Years call center experience. Multi-skill environment. Understands call center terminology and functions.
Ability to work all schedules
2+ Years of customer and management interface.
Strong analytical skills.
Excellent communication skills and organizational skills.
Must be able to independently and cooperatively make sound decisions based on diverse data.
Understanding of business statistics utilized in a high productivity environment.
Computer based knowledge including the extensive use of MS Office products including advance knowledge of Excel.
Understanding of telephony and routing.
Experience with Workforce Management systems preferred.
Experience with real-time adherence applications preferred.

Assurant Employee Benefits and Value Proposition

We offer a competitive salary and comprehensive benefits to full time and part time employees including medical, dental, STD, LTD, life insurance, 401(k), generous paid time off and much more.

We strive to maintain a professional, yet friendly environment and promote professional and career development for our employees.

Assurant is an Equal Employment Opportunity employer. All aspects of consideration for employment and employment with the Company are governed on the basis of merit, competence and qualifications without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, or any other category protected by federal, state, or local law.

To learn more about our current opportunities and apply online, please visit: https://www.assurant.jobs < https://www.assurant.jobs/ >

Company Profile:

Assurant, a Fortune 500 company and a member of the S&P 500, is traded on the New York Stock Exchange under the symbol AIZ. Assurant has approximately $26 billion in assets and $8 billion in annual revenue. Assurant has approximately 14,000 employees worldwide and is headquartered in New York’s financial district. www.assurant.com <https://www.assurant.com/ >.

LOB Profile:

DISCLAIMER

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.