Workforce Analyst TELUS International - Las Vegas, NV

$15 an hour

Position Overview: In a call center, performs analysis of real-time and/or intraday account performance. Responsible for the management of resources to ensure the correct number of agents at the right times are in their seats to answer an accurately forecasted volume of incoming calls at the desired service level. This role also includes issue management (internal/external), extensive communication between the customer’s workforce management organization, internal workforce, the operations team, and all levels of the internal and customer management. You will need to be able to explain workforce planning concepts in comprehensible terms, and have the ability to work as a team. Specific Responsibilities May Include: Implement and train on processes for effective management of staff according to standard Global Command Center policies, practices and guidelines Proactive planning and strategy developing (Shrinkage review and updates to reporting, Identify overtime/VTO opportunities) Direct contact with the operations team to provide guidance on intraday strategies and adjustments to staffing to achieve customer objectives Real-time monitoring of call flow to identify internal and external trends Works closely with and reports performance metrics to the vendor workforce management team Real-time review of agent activity to ensure line adherence/SLA goals are met (Monitors real-time metrics such as staffing, AHT, ACW, ACD, etc., Approve discretionary activities to increase occupancy) Coordinates off-phone activities (Trainings, Coaching/Team Meetings, Center Events) Communicate identified intraday risks to the operations team (Telephony, Agent desktop (voice and data), All customer facing system, Facility issues) Manage interval, daily, weekly and monthly plan objectives Timely and accurate delivery of hourly reporting Accurate gathering of statistics for purposes of identifying trends Update Verint/IEX with the necessary and approved exception codes Manage call-in line Perform other duties and assignments as directed Required Experience, Skills & Competencies Minimum of 6 months as a Workforce or Reporting Analyst Ability to interface with multiple levels of our vendor’s workforce and management teams Ability to develop strategies and provide direction to the operations team regarding intraday staffing adjustments Confidence and ability to explain contact center planning concepts in comprehensible terms to operations team and other departments Skilled in complex problem solving, judgment, critical thinking and decision making Strong analytical and mathematical skills to collect and interpret data to solve problems Understanding of a call center environment and the often-conflicting goals of business, employees and customer satisfaction Tactful, mature, flexible and people-oriented Ability to work in a multicultural team environment Capable of working under stressful situations Ability to effectively communicate verbally and in writing Knowledge of workforce staffing strategies and methodologies preferred Strong working knowledge of Excel High degree of reliability and accountability Preferred Experience, Skills & Competencies Knowledge of call center dynamics, including workforce staffing methodology Working knowledge of Workforce Planning software (IEX/Verint) Must be flexible, able and willing to work different shifts as needed Certification in workforce planning is a plus TELUS Values: TELUS recognizes and embraces the importance of values in our ever-changing workplace. To be successful, all applicants must demonstrate behaviors that are reflective of our values: We embrace change and initiate opportunity We have a passion for growth We believe in spirited teamwork We have the courage to innovate At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability. Job Type: Full-time Salary: $15.00 /hour Required education: High school or equivalent Required experience: Excel reporting (formulas): 1 year Workforce or Reporting Analyst: 1 year 30+ days ago - save job » Apply Now Please review all application instructions before applying to TELUS International. Apply Now