Workforce Analyst at Influx

As a Workforce Analyst, your responsibilities encompass creating and optimizing staff schedules, collecting staff performance data and customer feedback data, reviewing and analyzing relevant data to identify problem areas, and preparing workforce analysis reports for company leadership to inform their policies and decision-making processes. Your work helps determine the allocation of staff and resources as well as recruitment and professional development strategies

Essential Duties

• Serve as the primary point of contact on workforce management policies
• Serve as subject-matter expert on workforce optimization issues
• Ensure service level targets are met, maintain the right headcount, and calculate call capacity
• Responsible for the maintenance of scheduling software
• Responsible for reporting data management activities around employee scheduling and forecasts
• Improve processes and increase efficiency of operations by recommending necessary changes
• Undertake majority of call forecasting and agent scheduling for the contact center
• Ensure employees’ time is accurately recorded by reviewing every timecard in the company software
• Undertake the review and record of time worked against the proper job task code when an employee works overtime within a different cost center

Requirements for the role

• Bachelor’s degree in Mathematics, Business Studies, Business Administration, or Human Resources, or equivalent, combined with 1-3 years of call center experience
• In-depth knowledge of Workforce Management activities & terminologies
• knowledge or relevant experience in forecasting, planning, and scheduling calls or contacts or work volumes and staff, ensuring optimal performance.
• Ability to summarize, visualize, and present data
• Knowledge of key call center metrics, including expected occupancy, utilization, service levels, handle time, abandonment rate, and ASA. They must also possess benchmarking and trending experience
• knowledge working with Excel sheets, Looker Studio, eWFM, Siebel, Blue Pumpkin, IEX, TCS, Oracle, and I3 software (Interactive Intelligence) or any other workforce management software used to manage schedules, workflow, and statistical data