Workforce Management

Report to Operational Support

Analyst position monitors, maintains & tracks real time call volume of inbound call traffic, distributes calls based on staff availability and manages staff schedules. Responsible for Forecasting analysis based on historical data and Bank future plan .Additionally, by creating, validating, analyzing and maintaining various Call Center related reports the WFM will forecast the call volume and available staff to ensure that the staff is scheduled in the most efficient manner to properly utilize our available resources and maintain acceptable service levels.

The position also is responsible for intraday analysis of calling demand, monitoring and adjusting staff resources to meet inbound demands performance goals and allocation of inbound and outbound call traffic across multi-site model for maximum efficiency and all assigned reporting functions. This position works closely with the Supervisors and Manager of Call Center Operations in relation to call traffic, statistics, and staffing issues.

Workforce Management

• Reviews and analyses daily system reports to ensure established department goals are met.
• Plays a critical role in assisting call center operation’s to achieve service level and productivity performance goals.
• Effectively uses Teleopti CCC V.8 to monitor call volume, number of calls on hold, average speed to answer, etc., and makes necessary changes to meet our department goals.
• Day to day management of scheduling/real-time management of call center including preparing and posting all call center schedules timely.

 Reporting:

• Prepare monthly departmental reports to capture the progress, performance in order to verify all the processes that has been implemented through the month.
• Generates daily operational performance reports and associated call center documentation
• Provides management  with accurate reports, regarding all aspects of, along with conclusions and recommendations.

• Ability to make decisions quickly in a fluid work environment.
• Strong MS Excel required. Strong interpersonal skills and the ability to communicate with many different levels of employees
• Highly organized and can work independently.
• Experience with workforce management software (Teleopti) and telecommunications as it relates to call centers strongly preferred.
• Fluent English.
• Has analysis skills.

Bachelor or Diploma in Business Administration or MIS