Current Openings - Career Evolutions

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Workforce Analyst

Job Title
Workforce Analyst
Job ID
27043542
Location
Scottsdale,  AZ 85256
Other Location
Description

Career Evolutions is searching for a Workforce Analyst for an exciting and rapidly-growing company in Phoenix, AZ. This position is responsible for the daily efforts to provide a great customer and employee experience by effectively delivering real-time intra-day management with the purpose of optimizing resources to achieve business objectives. This is an excellent career opportunity with a competitive compensation between $45k-$55k annual. 

Responsibilities:

  • Provide real-time monitoring via available tools (Five9 & Calabrio) and workforce management techniques to make intra-day adjustments in an effort to maximize resource efficiency and achieve service level goals / business objectives.
  • Perform continual analysis of current performance (noting recent historical trends), conduct real-time re-forecasting to make necessary adjustments in staffing plans and coordinate with Operations teams to achieve service level goals / business objectives for a multi-site operation.
  • Maintain constant communication with Operations teams to coordinate needed staffing adjustments based on current and forecasted results.
  • Produce call volume forecasts on a daily, weekly, monthly and annual basis for multi-site operation.
  • Generate and evaluate staffing schedules, and ensure data updates into scheduling system. Generate short and long-term staffing models and provide recommendations based on analysis.
  • Compares results to forecast and identify opportunities for improvement.
  • Provide daily/intra-day performance reports to leadership.

Qualifications:

  • Bachelor’s degree or equivalent work experience
  • 3 plus years of previous workforce management experience or 2 years workforce experience plus 1 year of project management experience
  • 2 + years WFM in a multi-site contact/multi-time zone center
  • Experience with multiple WFM software products
  • Strong Math and PC Skills with Expert level Excel skills (complex calculations, pivot tables creation/manipulation, external data links, macros, and VBA)
  • Understanding of statistical methods
  • Demonstrated knowledge and understanding of key call center performance metrics such as service level, adherence, etc.
  • Experience with workforce management products (Calabrio) and phone switch monitoring applications (Five9) preferred
  • Work with Senior Leadership to select criteria to set standard procedures
  • Creates formal networks involving coordination across multiple groups
  • Acts independently to determine methods and procedures on new/special assignments and builds strong relationships within team and support departments

Founded in 2008, Career Evolutions is a leading Executive Search Firm based in Scottsdale, Arizona. Career Evolutions provides products and services to identify top talent, develop employees, and maximize human capital to enhance the bottom line. For more info, please visit www.careerevolutions.net, check out our Current Opportunities, and contact us via phone 480.626.5253

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