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We are looking for a passionate and talented Workforce Management Analyst to join our team. The workforce management analyst role plays a key role in planning and development of the capacity planning and staffing function our member facing departments. This role is responsible for optimizing contact center operations by implementing efficient and effective forecasting and scheduling in both front office and back office environments. The position will create and statistically analyze large data sets of internal and external data and communicate the results across the organization in a way that informs and drives the organization to action.
JOB SUMMARY: Analyzes call center trends including call volumes, call patterns, staff productivity, attrition rates, and resource allocation. Uses analysis results to forecast and schedule call center capacity management and staffing needs. Provides statistical tracking of call center measurements.
RELATIONSHIP: Reports to Director/Manager, no direct reports
Core Job Duties and Responsibilities:
+ Forecasts call arrival and builds staffing and scheduling plans to meet business goals and objectives.
+ Manages workflow automation software and ensures system is at full potential. Works with call management system vendor to solve systems-related issues.
+ Using data from management and scheduling software, prepares forecasts of call center staffing on a daily, weekly, monthly and priority basis.
+ Works with call center management, team leaders, functional managers and others to schedule training, reschedule staff, or reroute calls to match customer call volumes.
+ Reviews the daily exceptions entered by each office, providing recommendations for changes as necessary, training, re-routing calls, etc.
+ Attends training given by software vendor, thoroughly learning how to use all modules. Trains others on call management software.
+ Meets with management to discuss most efficient ways to use staff resources.
+ Alerts management to problems handling customer volumes; presents possible solutions.
+ Monitors and tracks results, continues to improve in accurate forecasting and staffing. Works with other department as needed to predict call volumes.
+ Performs other duties as assigned.
Education: High School Diploma or equivalent; Undergraduate studies preferred.
Experience: Three years experience in workforce forecasting, analyzing, and/or capacity management call center environment.
Knowledge: Call/service center operations such as claims, underwriting, and/or administration. Scheduling process and related software. Capacity management, forecasting and analysis.
Skills/Competencies: Verbal and written communication skills for contact with vendors, management and call/service center personnel. Ability to operate personal computer with scheduling/forecasting software. Ability to analyze call center volume and workforce staffing, and recommend solutions to workflow problems.'
Values: Regularly and consistently demonstrates the Nationwide Values and Guiding Behaviors.
Staffing Exceptions to the above minimum job requirements must be approved by: Director and HR Manager/Consultant.
Overtime Eligibility: Not Eligible (Exempt)
Working Conditions: Normal office environment. Extended periods of sitting/working at personal computer and/or call center management system. May be required to work non-standard/extended hours to support 7/24 call center environment.
ADA: The above statements cover what are generally believed to be principal and essential functions of this job. Specific circumstances may allow or require some people assigned to the job to perform a somewhat different combination of duties.
Job Evaluation Activity: Created VPI Integration 12/2012 KLG
Job Family/Function: CUS/VPI
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