Workforce Optimization Analyst
|Company:||Thomas Jefferson University||Location:||Philadelphia, PA, United States|
|Posted:||Wednesday, July 11, 2018||Closing:||Sunday, September 9, 2018|
|Employment Type:||Permanent, Full Time|
|Hours Per Week:||40|
Oversees, maintains and monitors the multi-channel, multi-tenant workforce management platform for the Patient Engagement. Partners with management to develop and operationalize staff forecasting and staffing strategies. Focuses on planning and optimizing the performance of contact center representatives by analyzing pertinent data, historical performance, and trends in order to manage service levels, staff schedules, and schedule changes to achieve maximum to ensure long-term (annual and monthly), short-term (weekly and daily) and intra-day goals and guidelines. Balances operational efficiency and customer satisfaction to effectively staff environments that handle voice, e-mail, web chat, SMS, faxes and work tasks, as well as social media interactions in a blended contact center environment.
Develops, tests, and maintains the multi-channel, multi-tenant Genesys WFO application to support Enterprise Access, including user information, license assignments, scheduling adjustments, and account management.
Recommends deployment options, addition of new features, enhancement of current features and the use of multi-channel functions (e.g., web chat and email).
Tracks, analyzes, and reports contact center and agent performance with reports from WFO and ACD.
Analyzes and reports historical data and trends and generates long- and short-term forecasts using historical patterns, drives, and events modeling.
Manages intra-day forecasting and takes corrective action when current day has high deviation from actual volume.
Performs forecasting accuracy within 5% of actual volumes and accounts for variances.
Manages staff scheduling process, including proactive approval and denial of discretionary activities, such as vacations, trainings, and meetings.
Assists in providing training support to team members and call center employees and serves as a point of escalation to resolve more complex issues.
- Associate degree in Business Management or related field or an equivalent combination of education and experience.
- Minimum 5 years on hands-on expertise using the Genesys Workforce Management tool and/or similar platforms (i.e. Aspect eWFM, IEX, Verint, etc.)
- 3 years of Excel experience
- 2 years of Data Analysis experience capturing, storing and reporting historical statistics
- 5 years working in a contact center environment
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