Hi!
I can't seem to find the NOC code for Workforce Analyst (Real time Analyst). Please see below my job description:
Overview:
The Workforce Management (WFM) Analyst is responsible for optimization of agent staffing and scheduling in order to ensure effective call route execution and consistent adherence to desired client customer service and service level expectations. This role focuses on the analysis of the key internal/external factors impacting staffing needs and makes schedule recommendations that assist in maximizing contact center performance in a cost effective manner (and leads OPS management through the required changes).
The WFM Analyst also works with the Call Center sites to monitor volumes and compare actual call trends to forecasted call volume. Each site’s agent productivity, and staffing forecasts are also reviewed and recommendations delivered to local sites. This position may also perform initial analysis of historical data and call volumes, and assist with allocation of same-day staffing adjustments as necessary.
Responsibilities:
KEY RESPONSIBILITIES AND DUTIES:
- Analyze intraday call forecasts and communicate to management team – provide commentary to assist supervisors and managers in meeting daily/weekly goals
- Based on analysis, provide process and operational improvements to management
- Create and provide interval level staffing requirements and schedules on a weekly basis to ensure that staffing is optimized to best meet call volume patterns and improve schedule optimization
- Tactical schedule management to maximize staffing resources and achieve service level objectives and limit staffing expenses
- Recognize/interpret trends and changes in the business and communicate them to management (forecast variances on call volume, AHT, ASA or agent attendance)
- Communicate daily with multiple lines of business to ensure active involvement in scheduling, tactical planning, and analysis activities
- Responsible for database administration of the Workforce Management software; including exception entries, attendance updates, routing changes or other staffing adjustments
- Partners with call center operations leadership team to ensure understanding of service level management objectives and improvement plans which may include delivery of call center management training and presentations.
- Provide post-analysis recommendations to WFM leadership on anomalies within the business as well as future new products/services to determine impacts on the business to minimize any negative impacts on overall customer experience
- Track, analyze and report center and agent performance with reports from WFM tools
OTHER RESPONSIBILITIES:
- Maintains documentation and workflows for IVR routing, telephony routing, and agent skilling providing efficiency changes as identified. Research, recommend, and assist with the implementation of call center technology.
- Analyze same day / real time call center staffing, metrics and performance to ensure proper staffing and scheduling commensurate with service level goals on an interval, daily, weekly and monthly level.
- Assist in the creation and delivery of accurate, detailed, timely reporting / dashboards to ensure the goals of the organization are met.
- Provide back-up support for forecasting process
- Perform other duties and assignments as directed
Qualifications:
KEY SKILLS AND QUALIFICATIONS:
- Bachelor’s degree or a minimum of 1-3 years of related work experience in call center workforce operations
- Must possess operational knowledge of call center business processes and factors impacting customer service levels
- Knowledge of call center dynamics, including WFM methodology, strategies & execution
- Ability to interpret data, identify trends, and produce solutions to complex problems
- Excellent knowledge in the use of applications such as Excel and PowerPoint
- Excellent verbal, written, and interpersonal communication skills
- Effective organization, multi-tasking, and prioritizing skills
- Ability to work effectively both independently and as part of a team across all organizational levels where flexibility, collaboration and adaptability are important
- Work proactively, innovatively, and creatively while exercising sound judgment in a rapidly changing environment
- Report generation experience
- Proficient / advanced familiarity with WFM applications (Verint Impact 360 and Cisco CUIC preferred
Thanks,
Kong
I can't seem to find the NOC code for Workforce Analyst (Real time Analyst). Please see below my job description:
Overview:
The Workforce Management (WFM) Analyst is responsible for optimization of agent staffing and scheduling in order to ensure effective call route execution and consistent adherence to desired client customer service and service level expectations. This role focuses on the analysis of the key internal/external factors impacting staffing needs and makes schedule recommendations that assist in maximizing contact center performance in a cost effective manner (and leads OPS management through the required changes).
The WFM Analyst also works with the Call Center sites to monitor volumes and compare actual call trends to forecasted call volume. Each site’s agent productivity, and staffing forecasts are also reviewed and recommendations delivered to local sites. This position may also perform initial analysis of historical data and call volumes, and assist with allocation of same-day staffing adjustments as necessary.
Responsibilities:
KEY RESPONSIBILITIES AND DUTIES:
- Analyze intraday call forecasts and communicate to management team – provide commentary to assist supervisors and managers in meeting daily/weekly goals
- Based on analysis, provide process and operational improvements to management
- Create and provide interval level staffing requirements and schedules on a weekly basis to ensure that staffing is optimized to best meet call volume patterns and improve schedule optimization
- Tactical schedule management to maximize staffing resources and achieve service level objectives and limit staffing expenses
- Recognize/interpret trends and changes in the business and communicate them to management (forecast variances on call volume, AHT, ASA or agent attendance)
- Communicate daily with multiple lines of business to ensure active involvement in scheduling, tactical planning, and analysis activities
- Responsible for database administration of the Workforce Management software; including exception entries, attendance updates, routing changes or other staffing adjustments
- Partners with call center operations leadership team to ensure understanding of service level management objectives and improvement plans which may include delivery of call center management training and presentations.
- Provide post-analysis recommendations to WFM leadership on anomalies within the business as well as future new products/services to determine impacts on the business to minimize any negative impacts on overall customer experience
- Track, analyze and report center and agent performance with reports from WFM tools
OTHER RESPONSIBILITIES:
- Maintains documentation and workflows for IVR routing, telephony routing, and agent skilling providing efficiency changes as identified. Research, recommend, and assist with the implementation of call center technology.
- Analyze same day / real time call center staffing, metrics and performance to ensure proper staffing and scheduling commensurate with service level goals on an interval, daily, weekly and monthly level.
- Assist in the creation and delivery of accurate, detailed, timely reporting / dashboards to ensure the goals of the organization are met.
- Provide back-up support for forecasting process
- Perform other duties and assignments as directed
Qualifications:
KEY SKILLS AND QUALIFICATIONS:
- Bachelor’s degree or a minimum of 1-3 years of related work experience in call center workforce operations
- Must possess operational knowledge of call center business processes and factors impacting customer service levels
- Knowledge of call center dynamics, including WFM methodology, strategies & execution
- Ability to interpret data, identify trends, and produce solutions to complex problems
- Excellent knowledge in the use of applications such as Excel and PowerPoint
- Excellent verbal, written, and interpersonal communication skills
- Effective organization, multi-tasking, and prioritizing skills
- Ability to work effectively both independently and as part of a team across all organizational levels where flexibility, collaboration and adaptability are important
- Work proactively, innovatively, and creatively while exercising sound judgment in a rapidly changing environment
- Report generation experience
- Proficient / advanced familiarity with WFM applications (Verint Impact 360 and Cisco CUIC preferred
Thanks,
Kong
