Workforce Management Analyst 1
- Duluth, GA
Employment Type : Full-Time
Join Our Team Due to COVID-19, we have implemented a virtual hiring process and continue to interview candidates by phone or video conferencing. We are onboarding new employees both onsite and remotely. We value the safety of every member of our community. About this Position Workforce Management Analyst manages the intraday operation of Primerica Contact Centers, coordinating all activities to meet service level objectives throughout all hours of operation. The Analyst generates, reviews and analyzes Business Unit reports in order to report on and identify historical trends that identify opportunities for root cause analysis. They develop and maintain reports and databases as requested. The position also manages reporting processes and tools to ensure accurate and timely trend and business reporting throughout the company. The Analyst monitors, develops, and maintains databases and reporting for Contact Center support network performance. They actively communicate service delivery issues to other Work Force Management team members, executive management and the Business Units. They also coordinate and implement disaster recovery procedures as appropriate.
This is a hybrid position that works multiple days onsite in our Duluth, Georgia office and from home each week. Responsibilities & Qualifications Responsibilities Support Call Center management through providing daily reporting needs and ad hoc reporting - Develop customized reporting as needed
- Distribute reports on daily/weekly/monthly call center performance
- Provide thorough analysis on gaps and make recommendations for closing the gaps
Administer and Analyze CSR service related trends - Administer CSR scheduling (Planned and Unplanned time, Break schedules, lunch, etc.)
- Monitor CSR schedule adherence and authorize exceptions
- Collaborate with Call Center Management on performance needs and training needs
Initiate and implement appropriate actions to ensure service objectives are met based on current volume, AHT and staffing trends - Analyze staffing trends and make change recommendations to management
- Identify outliers within skillsets that may need coaching and collaborate with management on training needs
- Identify, resolve and escalate volumes, staffing and systematic concerns in a timely manner
- Make recommendations for improvements in organizational performance
Master all components of the Avaya System - Assist with administrative adds/changes as needed
- Create and maintain all employee and organizational information
- Create and modify forecasts and schedules as required
Assist with initial setup and training of CSR’s to work remotely - Respond within service levels to tickets submitted by contact center users
- Provide level 1 trouble-shooting and assistance with potential connection, audio or software issues
- Collaborate with IT, Avaya and Securities staffing as needed to resolve issues
Perform miscellaneous duties as required - Support all Call Center management as needed
- Develop and present information to management in call centers supported
Minimum Knowledge - Good verbal and written communication skills with an emphasis on proficiency in written communication
- Prior call center experience working within service level goals, average speed of answer and average handle time; among others
- Good attention to detail including ability to accurately edit schedules, trackers, reports, etc.
- Familiarity with ACD systems such as including how the contact center systems and workforce management platforms interact
- Proficient with Microsoft Product Skills (Excel, Word, PPT, etc.)
- Strong analytical and problem solving abilities; quickly able to adapt to new technology, methodology, and processes.
- Strong interpersonal skills, including the ability to easily engage others in dialogue, convey sincere interest in building/deepening relationships, and demonstrate a commitment to excellence.
- Ability to adjust rapidly to changing demands and priorities.
- Demonstrates “self-starter” behavior, a willingness to help others, and requires minimal supervision.
- Operate with a sense of urgency and prioritize work on an autonomous basis
Preferred Qualifications - 2+ year of direct contact center experience
- Minimum of two years of experience in performing WFM functions (specifically real-time management) in a multi-department/site contact center environment preferred
- Experience with predictive analytics and modeling technology
- SWPP certification for workforce management is preferred, not required
- Knowledge of data management, specifically with validating and auditing data and reports from multiple systems
- MS Office experience (Power BI preferred)
- High School Diploma/GED (Bachelor’s degree preferred)
FLSA status:
This position is exempt (not eligible for over time): Yes Our Benefits: - Day one health, dental, and vision insurance
- 401(k) Plan with competitive employer match
- Vacation, sick, holiday and volunteer time off
- Life and disability insurance
- Flexible Savings Account & Health Savings Account
- Professional development
- Tuition reimbursement
- Company-sponsored social and philanthropy events
It has been and will continue to be the policy of Primerica, Inc., and its subsidiaries to be an Equal Opportunity Employer. We provide equal opportunity to all qualified individuals regardless of race, sex, color, religious creed, religion, national origin, citizenship status, age, disability, pregnancy, ancestry, military service or veteran status, genetic or carrier status, marital status, sexual orientation, or any classification protected by applicable federal, state or local laws. At Primerica, we believe that diversity and inclusion are critical to our future and our mission – creating a foundation for a creative workplace that leads to innovation, growth, and profitability. Through a variety of programs and initiatives, we invest in each employee, seeking to ensure that our people are not only respected as individuals, but also truly valued for their unique perspectives.