Customer Service Workforce Analyst - (Hybrid: PA, NJ, DE)

Responsibilities

Provide daily/weekly/monthly forecasts and analysis of call volume, average handling time, shrinkage, and other relevant variables for up to 300 associates across several lines of business.

Publish schedules for associates and manage schedule exceptions (i.e., shifts, training, vacation, meetings, overtime, off-line work, exceptions, etc.) to ensure that daily service level and ASA objectives are met.

Provide analysis and trends of forecast data to assist in the ongoing improvement, efficiency, and effectiveness of the organization.

Review and analyze intraday segments and daily call volume, AHT and staffing requirements to ensure call volume is aligned to forecast, adjusting as needed.

Develop and provide expert reporting and analysis in staffing levels, schedule effectiveness, time bank management, attendance, and training strategies.

Monitor all time audits and oversee all edits related to time bank management in the workforce system.

Maintain the shift and coding configurations in the Workforce Management application including naming conventions, time codes, exceptions, and work rules.

Maintain Teams and Outlook distribution lists and configurations.

Coordinate system support as a super user, such as interface validation.

Process ticket requests from business users daily for changes to schedules.

Utilize system reporting tools to analyze current business processes and support continuous process improvements.

Generate various reports for end users.

Qualifications

Education

Bachelor’s degree in business, IT or related major; or minimum of 4 years’ related experience and/or training; or equivalent combination of education and experience.

Experience

3-5 years of experience working with a Workforce Management (Timekeeping, Scheduling and Attendance, Analytics) system preferred.

Knowledge, Skills, Abilities

Highly proficient knowledge of Verint, Genesys or other workforce management related tools is preferred.

Advanced knowledge of reporting and analysis tools, including Excel, Macro functions, pivot tables, Tableau, SQL, or Power BI reporting is a plus.

Strong analytical skills with the ability to translate business requirements into technical specifications.

Familiar with basic statistical analysis

Strategic planning, problem solving, analytical skills and the ability to balance multiple tasks simultaneously.

Demonstrates attention to detail and takes initiative.

Effective communication, organizational and time management skills.

Ability to work from home, which includes high speed wi-fi capability of at least 400 Mbps and a quiet, confidential workspace.

Hybrid  

Independence has implemented a “Hybrid” model which consists of Associates working in the office 3 days a week (Tuesday, Wednesday & Thursday) and remotely 2 days a week (Monday & Friday). This role is designated as a role that fits into the “Hybrid” model. While associates may work remotely on our designated remote days, the work must be performed in the Tri-State Area of Delaware, New Jersey, or Pennsylvania. 

IBX is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to their age, race, color, religion, sex, national origin, sexual orientation, protected veteran status, or disability.

Must have an Android or iOS device which is compatible with the free Microsoft Authenticator app.