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Workforce Analyst

Beedata

This is a Full-time position in Chicago, IL posted February 23, 2021.

Bee Data Technology is a Global Leader in Enterprise Application Development. We undertake both Product Development and also enable our clients in more than 10 countries. With the backing of stable governance and defined processes, we excel in reaching our Goals effectively. We have 3 branches in the USA and deal with several market trending technologies with renowned clients Position Workforce Analyst Location Chicago, IL Notes from Manger Dyson is currently transitioning to a new WFM scheduling system, CalabrioTeleopti. Ideally, someone with experience using this tool would be an ideal candidate, but previous experience with related tools would be useful, as well IEX, eWFM, Verint, Optimizer. Purpose of the Position The Workforce Analyst role is primarily focused on short-term and mid-term forecasting, staffing, and reporting for phones, email, and chat. This position also assists the Workforce Manager on projects, long-term planning, and operational efficiencies. Must Haves Minimum 5+ years of experience in call center workforce management Bachelorrsquos Degree preferred or 7-10 years in a call center environment Proven ability to motivate, inspire, and educate a growing team in an ever-changing business environment. Proven ability to successfully collaborate cross-functionally to achieve business objectives. Ability to work a flexible schedule when needed, which may include evening and weekend support. In-depth knowledge of call management systems and workforce management systems. Intermediate-level user of the following MS Office programs required Excel, PowerPoint, Word. Ability to quickly learn and adapt to advanced Microsoft Excel files MAIN ACCOUNTABILITIES Staffing Partners with call center supervisors and managers to ensure appropriate staffing is in place and contingency plans are created to overcome operational challenges Publish agent schedules 2 weeks out (or as required). Make staffing recommendations that support team goals and initiatives, while maintaining high levels of performance Find the best balance between business needs and agent schedulestime offactivities. Oversee shift bid (working with Workforce Manager) as needed Take ownership of time-off requests from all Customer Service Agents to generate consistency and create strategic schedules. Lead overtime initiatives to make sure that we are staffing the business throughout peak times and staffing within budget throughout the year. Reporting Design and assist Workforce Manager with reporting needs, requests, ad-hoc reports, and running dailyweeklymonthly reports with the Workforce team as needed. Create and maintain metrics related to forecasting, call center statistics, capacity planning and scheduling Real-Time monitoring Collaborate with Workforce team to monitor agent behaviors real-time, making recommendations and addressing issues as they arise Report out real-time issues through standard reporting Partnership Partner with other departmental Supervisors, Quality and Training team, and management to communicate, monitor, enforce all policies, practices, and procedures uniformly and ensure alignment, along with driving best practices and operationally fit processes and procedures. Fulfill other duties as required Relish opportunities to pick up new activities that fall broadly in the purpose of the role Fix things that need fixing identify problems and find solutions

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