Workforce Analyst

Atlanta, GA 30345

Posted: 06/11/2019 Industry: Professional Job Number: 1834745
What You Will Do:
The Business Support Analyst will be an integral member of our Workforce Analysis team, working with our Workforce Manager to:
Monitor queue and call agent activity in real-time
Identify performance challenges and impacts to Key Performance Indicators (KPI)
Track, trend and analyze compiled data
Present findings and possible solutions to division management
Prepare daily, weekly, and monthly statistical reports on call volume and agent performance
Log schedule exceptions
Process time-off requests
Maintain and update agents and skills in multiple systems

Minimum Entry Qualifications:
Bachelor' s degree in business or related field from an accredited college or university AND One year of experience related to area of assignment.

Note: An equivalent combination of education and job specific experience that provided the knowledge, experience and competencies required to successfully perform the job at the level listed may be substituted on a year-over-year basis (ex: high school diploma or GED AND five years of directly related work experience)

Essential Criteria the selected candidate will meet all the following:
Proven ability to monitor activities and identify challenges through observations and data analysis
Strong interpersonal skills
Demonstrated ability to effectively deliver data-driven messages (ex: reports, verbal presentations, etc.)
Experience creating and manipulating Excel spreadsheets
Attendance - How consistently an employee serves as a role model and executor of the State of Georgia s leave policy and the agency s required attendance standards.
Customer Service-How consistently an employee delivers service with care, accuracy and a high standard of professionalism
Accountability - How consistently an employee accepts responsibility for their actions, including its positive or negative consequences to their co-workers and/or the agency s stakeholders
Resilience - How consistently an employee displays the ability to adapt to changing circumstances while at work.

Preferred Criteria:
In addition to essential criteria, the ideal candidate may have some of the following:
Experience with an ACD system
Experience with real-time queue monitoring
Intermediate in the use of MS Excel, Word and Outlook
Experience working with inContact, NICE IEX WFM or similar systems
Experience identifying impacts to KPI and offering solutions to performance challenges
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