Posted On: 8-22-2022
Position Title: Workforce Analyst
Job Location: Wichita, KS; Raytown, MO
Apply Online: https://www.indeed.com/jobs?q=Sr%20workforce%20Analyst&l=Kansas%20City,%20MO&vjk=f64921c431da95e0&redirected=1 or at www.evergy.com
OB TITLE:
REQUISITION ID: CUS00DN
DEPARTMENT: Training and Workforce – Wichita General Office or Raytown Customer Care Center
PAY RANGE: $66,700 – $88,900
Scheduled Work Hours: Monday – Friday, 8:00 a.m. to 5:00 p.m.; Additional hours as needed.
Summary of Primary Duties and Responsibilities:
Manage day to day workforce for the Customer Contact Center including staffing, planning, and intraday management to meet customer expectations and financial objectives. Serve as a liaison between front line employees, contact center leadership, and internal stakeholder groups. Provide leadership to improve workforce and departmental performance. Assist with development of department strategies and policies, proactively identify improvement opportunities in areas of risk and propose deployable solutions.
- Scheduling 30%
- Primary contact for CSR day to day scheduling adjustments.
- Responsible for generating all schedules
- Coordinate and execute schedule bidding, vacations and time off requests.
- Coordinate and schedule training, team meetings, and1:1’s
- Forecasting 30%
- Weekly/daily/hourly forecasts and variance reporting. Analysis of historical & seasonal trends to propose FTE requirements.
- Anticipates contact volume, training sessions, team and project work, vacations, personal leave and other volumetric influencers to determine adequate coverage and consistent levels of customer support. Uses results of analysis to forecast expected call activity. Build staffing and scheduling plans to meet business unit goals and objectives.
- Ensures reporting integrity, data accuracy, trending analysis, and end-user confidence in data provided. Create custom reports as necessary and presents information in an understandable format.
- Balance labor and staffing strategies with diligent cost management expectations..
- Ongoing monitoring and administering of agent skill assignment and prioritize to manage inbound call traffic.
- Coordinate and facilitate resource sharing across work processes and groups 10%
- Work closely with designated representatives from each customer group in order to build, maintain and manage successful customer relationships
- Responsible for functional support of the customer service technologies, including the testing of technology enhancements, troubleshooting of technology problems, analyzing related data issues and providing assistance in fulfilling customer information reporting requirements.
- Assist with coaching and mentoring Customer Contact Center staff. 5%
- Communicate objectives and goals.
- Foster an open forum for innovation, change and cross-functional learning.
- Review, document and analyze current customer service process. 25%
- Identify opportunities for improving customer service levels or reduction in operational costs by enhancing processes or technologies.
- Strengthen process performance, establish strategies and policies, identify issues and opportunities, recommend actions relating to but not limited to Customer Contact Center
- Identify new technology capabilities or enhancements to existing technologies to improve customer service levels or reduce operation costs. Responsible for the design, testing and complete implementation of the new or enhanced technologies
Education and Experience Requirements:
This position typically has a bachelor’s degree in business, accounting, finance, economics or related business field. Requires at least 5 years of demonstrated business-related experience.
- Demonstrated advanced understanding and experience managing technology frequently used contact center : ACD technology; IVR technology; Workforce planning technology (NICE/IEX), Call Management Systems (Cisco) and reporting ; CTI environment.
- Ability to meet demanding timeline and support highly transactional business environment, inclusive of 24×7 operations with seasonal peaks.
- Proficient PC technology-Microsoft Products.
- Familiarization with multi-client and/or multi-skill environment.
- Financial Management-budgetary skills, planning and forecasting skills.
- Problem Solving, Analytical and Conceptual thinking – using logic and reason, creative and strategic
Licenses, Certifications, Bonding, and/or Testing Required: None
Working Conditions:
Normal office working conditions. Must have a satisfactory work record including good attendance.
Evergy has a clear mission – To empower a better future. Evergy chooses to live this mission by valuing People First. We know to accomplish becoming the most innovative and reliable energy company, we need a team with a variety of backgrounds, perspectives and skills. So, our goal is to be a diverse workforce that is representative of the communities we serve. We are committed to celebrating diversity and building a team where everyone – regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status – has a voice and can bring their best every day. We know that the more diverse and inclusive we are, the better we will be. Evergy is proud to be an equal opportunity workplace and is an affirmative action employer.
Disclaimer: The above information 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.