Workforce Analyst

Eagan, MN 55123 | contract

Post Date: 07/31/2018 Job ID: 16764
Workforce Analyst - Call Center Operations
Eagan, MN

The Workforce Analyst is a member of the Customer Support department and is responsible for the workforce management of  contact centers totaling over 300 seats.

Essential Functions
  • Forecasting contact volume and staffing requirements 
  • Determining optimal work schedules and coordinates the effective scheduling of department meetings, training sessions, and vacations 
  • Monitor daily call center performance and make adjustments to ensure that department response time and service goals are met 
  • Build statistical models or adapt existing ones to meet Call Center requirements 
  • Effectively interpret data related to internal and external customer needs 
  • Optimize the use of department technology (primarily IVR) and workforce management techniques to improve Call Center efficiency and effectiveness 
  • Consult, advise and work with the call centers management teams to produce high levels of customer satisfaction balanced with Thomson Reuters business needs. 
  • Work with other workforce teams to achieve optimum performance as a whole 
  • Bachelor's Degree plus 3 years experience with call center workforce management (forecasting, scheduling) is required. 
  • Previous workforce management experience required 
  • Proficient and working knowledge of call center technology, including workforce management Aspect, Cisco/Finesse (CSD, CUIC), Exony and Salesforce Service Cloud preferred 
  • Proficient use of PC software applications (Access, Excel and PowerPoint).
  • Ability to maintain databases, create complex spreadsheets, and import/export data between applications 
  • Understand and apply understanding of functional aspects of customer operations and call center operations 
  • Excellent verbal and written communication skills

Workforce Analyst - Call Center Operations - 16764
Oxford Solutions is a professional staffing firm that specializes in the placement of talented professionals into challenging, career-enriching opportunities. We're based in Pittsburgh, PA, but we have openings with major clients located nationwide. We provide multiple avenues of employment to include contract, contract-to-hire and direct placement. Our well-trained staff of recruiters will work with you to help land your first job or your dream job and strive to always affect people's lives in a positive way.
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