RAB Aggregator, LLC

Compensation

Full Description

Job Summary The workforce analyst job description involves monitoring, analyzing, and making decisions to manage and improve the Mobility team workloads and staffing to improve the overall customer experience. The responsibilities will ensure proper coverage for workloads to achieve targets established withing client SOW requirements. It will also require gathering and reviewing a lot of information related to staff performance and customer issues with the goal of determining ways to improve operations through effective staff decisions and increasing customer satisfaction. Duties and Responsibilities: • Reporting data management activities around employee scheduling and forecasts • Improve processes and increase efficiency of operations by recommending necessary changes • Call forecasting and agent scheduling for the contact center • Responsible for appropriately responding to service level variations by working with clients and operations to match staff to demand and/or reallocate call and order volumes. • They serve as a real-time monitor for the operations team by providing direction, guidelines, and performance updates to hit service level goals. • ManageEngine hourly Queue Monitoring for Technical Support and Client Support Team • WFM Support • Schedule adherence • Support for scheduling updates • Reskill time management • Time off requests and exceptions • Timecard approvals • Attendance management • Queue monitoring • ManageEngine • Evolve Dashboard • CDT • BDT • Reporting Daily/Weekly/Monthly • SLA requirements • BDT/CDT status reporting • Quality • ManageEngine • Evolve • Activation reporting • Daily report (calls, changes, prior day ME activity) • Asset errors • Overtime • Agent availability • HD distribution chart • Staff forecasting • Month-end statistics • Task management • Training Scheduling • Hiring Support • Conduct prescreening evaluations to assess candidate qualifications for the new role. Key Competencies: • Must possess analytical skills, ability to thrive in a fast-paced environment, and ability to handle pressure to perform successfully on the Job. • Excellent interpersonal, communication and time management skills. • Strong active listening skills • Astute learner with competent trouble shooting skills • Excellent organizational skills with ability to prioritize multiple tasks. • Problem analysis and problem solving • Solid judgment/decision making Measurements: • Maintain office SLA 90% or higher • Deliverable/SLA management and monitoring of Client Call Service Levels. • Leadership qualities regarding direction and support to all team members ensuring knowledge and Understanding regarding processes and followed to achieve overall center goals. • Proper communication of client updates/changes to office through strong written communications. Education and Experience: • High school diploma • College preferred • Minimum 1 year of Call Center Workforce Management Experience preferred • Business AI experience • High functioning computer literacy including Microsoft Office Suite, SharePoint, Excel. Access