Absence Workforce Analyst

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee real-time queue and adherence to guarantee that SLA and response times are achieved.

• Assess fluctuations in customer interaction volume to address any variations.

• Coordinate the coverage and completion of real-time intra-day, daily, weekly, and monthly tasks, including forecasts, schedules, and reporting.

• Deliver all scheduled reports in accordance with set deadlines.

• Collaborate with staff, leaders, and peers to identify opportunities through data analysis, converting insights into action plans for enhanced performance.

• Update agent profiles, skilling, schedules, and more as required.

• Ensure data accuracy within WFM by monitoring attendance, attrition, agent readiness, and leaves of absence.

• Maintain and revise procedural documentation to ensure that accurate and standardized processes are adhered to across the team.

• Create reports to inform management about performance, agent adherence, and production, analyzing data to offer improvement recommendations.

• Foster a positive working atmosphere that encourages high-performing teams and multi-skilled agents.

• Provide operational leaders with insights on agent productivity and adherence.

• Execute other assigned duties as necessary.

⛳️ Requirements

• A bachelor’s degree is preferred; an advanced degree is a plus.

• A background as a Workforce Management Analyst with knowledge of Genesys is essential.

• Availability to work from 7:30 AM CST to 9:30 PM CST.

• Proficient in Microsoft Excel.

• Strong written and verbal communication abilities.

• Capability to think critically by gathering information, evaluating options, and applying the best solutions.

• A focus on achieving goal-oriented outcomes.

• Demonstrates adaptability in the workplace and a willingness to learn new methods, procedures, or techniques.

• Functions effectively as a team player, aiming to enhance the overall strength of the team.

• Displays consistent and reliable attendance.

🏝️ Benefits

• Comprehensive benefits package.

• Paid Time Off (PTO).

• Medical, dental, and vision coverage.

• 401(k) plan with matching contributions.

• Extensive Employee Assistance Program (EAP).

• Wellness program.

• And much more.