Description & Requirements
Essential Duties and Responsibilities:
- Provide analytics data of call/web chat arrival patterns, seasonality analysis of call and web chat volumes, agent efficiency analysis, statistical analysis of the agents and call center performance.
- Create and design ad hoc reports using SQL and/or other software languages for data analysis pertaining to agent scheduling, call/web chat volumes, , Agent Performance Metrics.
- Analyze, determine, and communicate work/training schedules for agents to operations management.
- Maintain production data and review of staff plan hours for accuracy to optimize efficiency.
- Manage skillset and optimization of agents either independently or as instructed by management, including availability of agent to queue vs skillset and call back assignments.
- Provision Agents within business systems to create optimal project performance and make recommendations for improvement. - Create, track, and maintain agent metrics for historical information purposes.
- Make recommendations for improvements in project performance based on analysis of forecast to actuals.
- Maintain workforce management templates for monthly roll up and required performance reporting.
- Configure events within the workforce management database use of the system by end users and operational analysis.
- Oversee maintenance of tracking system for log in/log out production and reporting.
- Determine, document, and escalate concerns on agent performance to management.
- Take the lead on projects, research and resolve operational items escalated by workforce management Analysts.
- Develop, create, and conduct systems training for supervisors on the workforce tools, processes, and best practices.
- Assist in training Workforce Management new hires as directed by supervisor.
- Create work Instructions and job aids for Call Center and eligibility & enrollment supervisors to provide instruction on what action is required for specific codes as it relates to Workforce Management.
- Accurately track and manage contact center schedule adherence.
- Complete and manage schedule exceptions/adjustments for the company.
- Ensure the accuracy and timeliness of data by working time off, schedule changes, and other types of requests.
- Conduct analysis and recommend solutions to real time performance issues.
- Monitor operational statistics and trends.
- Evaluate reports and make recommendations regarding call volume statistics and staffing models that support client service level agreements.
- Prepare daily/weekly/monthly and ad hoc reports for management, identifying inefficiencies and outlining opportunities for improvement.
- Analyze and make recommendations for appropriate course of action based on findings and business justification.
- Collect trends and information needed to communicate to operations and reports those trends to supervisor.
- Develop strong working relationships within the organization to ensure efficient and effective problem solving and issue resolution.
- Attend meetings with operations management and fills in when needed, in the absence of supervisor or manager.
- Identify areas of opportunity in regards to skills the Workforce Team needs and proactively help or bring that information to the supervisor.
- Create forecasts and build staffing requirements for the project.
- Adjust forecasts and make recommendations for staff adjustments to management.
- Real time monitoring of agents and notification of unscheduled agents activities and adherence Monitor all Real-Time and Intra-Day activities to ensure operational goals are met.
- Assist and direct the day-to-day contact center call flow, assuring that service level objectives are consistently met.
- This assistance will occur real-time and historical, as well as proactively planning for future requirements.
- Perform other duties as may be assigned by management.
- Build Daily/Weekly Calls, AHT Forecast for all workgroups considering historical trends and planned events and campaigns
- Develop SQL queries to pull historical operations and portfolio level data for various analysis
- Partner with customer communications, strategy & WFM to proactively identify call drivers and call generating activities
- Build models to forecast tasks and staffing needs for different Backoffice functions.
- Develop reporting using Tableau to publish key operational trends
- Conduct regular variance analysis and normalize for atypical factors and events
- Analyze different operational metrics to identify emerging trends and make changes to the models
- Facilitate regularly scheduled forecast review sessions with the business and maintain relevant documentation
- 3+ years of call center forecasting experience with ability to manipulate and analyze large dataset using Excel or SQL
- 3+ year of experience with Data Analysis, Statistical Modeling, SQL and SAS Programming
- Experience in writing complex ad-hoc SQL queries
- Advanced MS Excel skills including SQL Query, VLOOKUP, Pivots, Graphs
- Knowledge of Tableau or other reporting software preferred
- Familiarity with Workforce management software like IEX Total View or Genesys preferred
- Ability to compile and present data that address specific process related questions or issues
- Knowledge of student lending and/or consumer lending industry including call center environments preferred
- Must reside in the U.S.
- Must be a U.S. citizen.
- Must be able to pass a criminal background check.
- Must not be delinquent or in default on any federal student loans.
- Hardwired internet (ethernet) connection
- Internet download speed of 20mbps or higher required (you can test this by going to [1] www.speedtest.net)
- Private work area and adequate power source
- Bachelor's degree in relevant field of study and 5+ years of relevant professional experience required, or equivalent combination of education and experience.