Analytics Manager
4 weeks ago
The Workforce & Analytics Manager will assist our customer contact center. In this role, it is essential to manage customer happiness and service levels while working to reduce business costs and boost the efficiency of our employees. One of the main functions of this position is forecasting our staffing needs, contact volume, headcount requirements, and time-off requests. We're looking for someone who can impart insights to senior management teams using customer transaction data. Our ideal candidate is someone who can encourage a high standard of care to our customers, provide positive support and encouragement to our employees, and understand our financial needs. This often requires real-time monitoring and oversight of employees.
Duties and Responsibilities
- Forecast staffing needs, considering contact volume and headcount requirements.
- Assist with scheduling and process time-off requests.
- Generate reports to show changes to productivity or performance.
- Provide updates on efficiency to company leaders.
- Uphold a high standard of customer service through real-time monitoring and other methods.
Position Qualifications:
- Bachelor's Degree, at least
- At least 5 years of significant professional experience in a Contact Center, specializing in MIS/Workforce or Traffic Management/Analytics
- High proficiency in MS Excel, Power BI (or similar tool), Call Monitoring Systems (e.g., Avaya)
Competencies:
- Workforce Management: Applies knowledge and understanding of queue management, resource management and issue escalation to meet service level standards.
- Business Acumen: Ability to plan, project, allocate and control financial resources and costs based on business plans and strategies.
- Strategic/Analytical Thinking: Ability to put together touch point services relevant to every subscriber type to ensure appropriateness of service delivery in support of the group objectives.
- Decision Making and Accountability: Able to provide timely solutions and drive accountability; has problem ownership.
- Customer Focus: Able to understand the customer and works on tailor-fit solutions to satisfy customer requirements.
- Change Management: Able to manage change and resistance to change.
- Teamwork: Collaborates with stakeholders for organizational excellence. Able to bring diversified teams together to drive results.
- Good knowledge of contact center operations and workforce management principles
- Knowledge of systems directly related to customer care operations– such as Workforce Tools, Reporting Tools, Workflow Management, Call Recording, and Customer Relationship Management software.
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