Workforce Analyst - 5372

Description:ResponsibilitiesContinuously monitors ACD switches, scheduling system and employee data to ensure service level and quality requirements are met.Coordinates with call centers to ensure appropriate manpower is available and calls are handled appropriately.Analyzes operational metrics and trends to refine forecasting to develop more accurate daily and interval staffing requirements.Analyzes, interprets, maintains, and reports all historical and current statistics collected from ACDs and MIS systems.Administer center employee data bases for accurate accounting of headcount and payroll.Produce mechanized center schedules based on latest forecasted inputs.Administer the work force management hours utilization reports.Accurate tracking of headcount and attrition to maintain staffing and hiring balances.Administer the system vacation planning process.Technical Knowledge Requirements:Manage and monitor call volume flow and staffing data, through analysis and interpretation of the information provided by ACDs and workforce management system and reports. Recommend adjustments to staffing levels to ensure each call center meets their service level requirements and quality measurements, while meeting budgeted manpower expense targets. This will be done continuously throughout the day.Coordinate with the call centers to ensure that adequate staffing is available. Provide analysis and direction to call centers to adjust staffing to react to changing operational conditions or systems problems necessary to ensure their teams meet service requirements.Maintains, analyzes, interprets, and report on all historical and current statistics which are collected from Automatic * Call Distributors (ACD's) and mechanized workforce management system.Strong math and PC skills required. Working knowledge of Force Management techniques and measurements, and scheduling system essential.Formal training in Large Team Workforce management principles highly desired.Knowledge of Aspect and Avaya ACDs, skills based routing, and IEX Totalview Workforce Management System highly desirable.Demonstrated comprehensive knowledge and understanding of call center metrics and terminology.Strong emphasis on attention to detail and accurate employee records and tracking.Managerial Skill Requirements:Must consistently demonstrate high energy and a positive attitude. Decision making skills and flexibility necessary to react to frequent force staffing adjustments performed. Strong analytical and organizational skills are a must. Incumbent must have strong, demonstrated, organizing, planning, analytical and interpersonal skills.This position could be directly responsible for controlling daily staffing activities to ensure that objective answer times established by client agreement are achieved. Knowledgeable in the principles and mechanics of developing cost effective employee schedules.The Incumbent must manage Intraday Force situations, determine and act on appropriate conditions and analytics. The incumbent is directly accountable to authorize the center Supervisors/and or traffic analysts to initiate force adjustments within their responsible offices and is responsible for achieving optimum work force utilization and service level targets.About the OpportunityIndividual contributor responsible for monitoring and managing the daily staffing for large team local and remote call centers to meet optimum service and staffing levels. Development of cost efficient center staffing schedules based on forecasted parameters. Short term call volume and handling time analysis and forecasting to develop and refine daily cost effective staffing plans and recommendations, while supporting the centers to meet all associated service level requirements. Some operational reporting responsibilities also required. Analyze call center data and performance metrics for optimizing work force efficiency.Qualifications:Working knowledge of call routing plans, IVR, CTI, and ACD call center technology and reporting platforms.Strong math skills and numerical analytical background and experience necessary.Excellent verbal and written communication skills required, including the ability to persuasively present verbally, call center forecasting and staffing plans to senior managers.Excellent PC skills required, utilizing Microsoft Office products, including Outlook, Word, PowerPoint, Project, and Visio. Strong analytical skills are a must, and candidates must have high level MS Excel proficiency.Minimum Experience3 - 5 years experience in a call center traffic and/or work force administration position preferred.Minimum EducationCollege Degree is desirable. Equivalent experience considered.Salary/Benefits: Salary commensurate with experienceAlliance Data offers a competitive salary, a comprehensive selection of benefit options including 401(k).Job Location: Dallas, TXJob Number: 2976Company Profile:About UsAlliance Data (NYSE: ADS) is a leading provider of marketing, loyalty and transaction services, managing over 120 million consumer relationships for some of North America's most recognizable companies. Using transaction-rich data, Alliance Data creates and manages customized solutions that change consumer behavior and that enable its clients to create and enhance customer loyalty to build stronger, mutually beneficial relationships with their customers. Headquartered in Dallas, Alliance Data employs over 9,000 associates at more than 60 locations worldwide. Alliance Data's brands include AIR MILES, North America's premier coalition loyalty program, and Epsilon, a leading provider of multi-channel, data-driven technologies and marketing services. For more information about the company, visit its web site, www.AllianceData.com About Our TeamAlliance Data Utility Services is the leading provider of integrated billing and customer care solutions to the regulated, deregulated and municipal utility markets, supporting millions of end-use customers. With over 50 utility clients, Alliance Data has a history of providing measurable business results and financial benefits through proven processes and methodologies.Conditions of EmploymentAll job offers are contingent upon successful completion of drug screen and background checks. JOB TITLE: Workforce Analyst - 5372 LOCATION: Dallas JOB CATEGORY: Customer Support/Client Care REFERENCE CODE: 2976