Contact Center Workforce Analyst
RBS Citizens Financial Group - Cranston, RI

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Job Description Job Title: Contact Center Workforce Analyst Job ID: 387451 Location: Cranston, RI Full/Part Time: Full-Time Regular/Temporary: Regular Return to Previous Page Responsibilities The Contact Center Workforce Analyst is responsible for optimization of agent level staffing in order to ensure effective call route execution and consistent adherence to desired customer service and service level expectations. This role focuses on the analysis of the key factors driving staffing needs and labor costs and makes recommendations that assist in maximizing contact center performance in a cost effective manner. Work with the Call Center to accurately forecast call volumes, productivity, and staffing forecasts. Analyze historical data and analyze historical call volumes, project budgetary expenses, and assist with determining training and new hire numbers.

This role will be responsible for various workforce management functions.Primarily they will assist with the Forecasting duties, and the Staff planning for all of the various teams within the contact center operations. KEY RESPONSIBILITIES AND DUTIES: Creates updates and maintains databases to ensure appropriate staffing level. This is accomplished by analizing past trends, forecasting future volumes, and creating a plan to allocate resources to maintain customer service levels Designs schedules for the shift bidding or mini bid process, ensuring the schedules match the arrival of calls or non-phone work queues. Update associate preferences in Aspect to ensure schedules are generated.

Provides detailed analysis and recommendations for staffing levels during special events, such as holidays Develops skilling strategies to meet the call arrival patterns and creates minimal variance in associate occupancy (workload) rate Develop and maintain robust call volume forecast models by call type for use in short and long term planning Administration of Contact Center WFM Application- Aspect Eworkforce and Empower Track, analyze and report center and agent performance with reports from Aspect and CMS Analyze call center staffing, metrics and performance to ensure proper staffing and scheduling commensurate with service level goals on an interval, daily, weekly and monthly level. Recognize/interpret trends and changes in the business and communicate them to management. Based on analysis, provide process improvement and operational improvements to management. Run scenarios for pilots and future products/services to determine impacts on the customer and the Customer Service department.

Responsible for database administration of the Workforce Management software; including policy and procedures, operating structure and information flow. Maintains documentation and workflows for IVR routing, telephony routing, and agent skilling providing efficiency changes as identified. Research, recommend, and assist with the implementation of call center technology. Assist in the creation and delivery of accurate, detailed, timely reporting / dashboards to ensure the goals of the organization are met.

Obtain a thorough knowledge of all data repositories to ensure dashboards are accurate and include the appropriate data to drive to desired results.

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RBS Citizens Financial Group, Inc. is a $122 billion commercial bank holding company. It is headquartered in Providence, R.I., and through...