Senior Workforce Analyst

Sr. Workforce Analyst

The Sr. Workforce Analyst plays a critical role in ensuring Contact Center Operations for US Lifestyle and Global Housing can consistently meet client contractual Service Level Agreements (SLAs). Sr. Workforce Analysts also serve as the enterprise hub for communication of Contact Center SLA impacting systems issues and BCP events as well as coordinating actions across Assurant and Vendor Partner sites to ensure SLAs can be met. This position substantially affects operational cost and efficiency, spanning areas like occupancy, overtime, and staffing.

The Sr. Workforce Analyst will also adjust enterprise level (multi-site) intraday call volume, AHT, and staffing requirements (enterprise level intraday forecasts), provide critical status reports and communications to key stakeholders, and ensure alignment on SLA priorities and strategy with Operational Partners. This position has responsibility across both the Lifestyle and Housing organizations.

Shift: Friday, Saturday and Monday required. Sunday off with options of Tuesday, Wednesday or Thursday for the 2nd day.

What will be my duties and responsibilities in this job?

• Serve as main point of contact through various forms of communication to maximize service level success across the enterprise (multi-site including Assurant and Vendor Partners).
• Analyzes intraday and historical performance to respond/plan appropriately across the enterprise.
• Monitor and analyze enterprise (multiple sites, including vendor) SLAs and staffing levels, make appropriate recommendations to ensure client contractual goals are met. Partner with vendor managers to communicate and escalate any vendor staffing issues/concerns.
• Accurately analyze and communicate issues related to BCP events, major systems outages, or other unexpected events to ensure necessary staffing adjustments are made, and service level is protected. This includes coordinating and communicating with vendor partners to secure special staffing adjustments and escalating critical concerns to key stakeholders.
• Proactively identify, coordinate, and communicate enterprise (multiple sites including vendor partners) overtime and VTO recommendations. Includes identifying contingency plans related to staffing and working with vendor partners and managers to implement.
• Explain and analyze real time data vs forecast to ensure clarity and show the impact of trends, identify and coordinate enterprise level actions as needed.
• Completion, coordination, and oversight of complex ad hoc analysis of systems issues, BCP events, and daily enterprise contact center performance. (Sr. Workforce Analysts analyze and solve complex and non-routine issues across the enterprise.)
• Recommend and adjust staffing levels through overtime, VTO and/or skilling recommendations.
• Make or recommend skilling and/or support adjustments in E-gain to account for out of pattern days, days after holidays, outages, etc.
• Identify call volume trends and averages on an intraday, weekly, monthly, basis.
• Adjust (reforecast) enterprise level intraday forecasts based on current trending and coordinate responses needed to achieve SLAs.
• Manages and produces some reports for Service Levels and Operational goals including Service Level Impacting Systems Issues, Operational metrics (e.g. OT and VTO reports), Service Level Reports, Post Analysis Reports, etc.
• Assists Supervisor/Manager and other staff in a broad range of assignments and analysis.

What are the requirements needed for this position?

• High School Diploma or GED
• 3+ years experience in a contact center leadership role and/or 3 years experience in a WFM or WFM related role
• 3+ years of experience in a multi-site/multi-channel environment
• Proficient with Excel
• Experience using MS Office (Word, Outlook, etc.)

What other skill or experience would be useful in this role?

• Professional verbal and written communication skills.
• Possess the professional experience and aptitude to address escalated issues with a positive outcome
• Strong analytical, communication and organizational skills.
• Demonstrates reliability and strong customer service skills
• Works well with frequent interruptions, deadlines, creative thinking, handling multiple projects simultaneously, and making decisions based on incomplete information.
• Works well with minimal supervision and with some latitude for self-directed action.
• Experience with multiple WFM software products – Aspect preferred
• Experience with multiple ACD platforms (eg. ASAPP, Cisco, etc)

What are the working conditions and physical requirements of this job?

• General office demands