The WFM (Workforce Management) Reporting Analyst is responsible for providing complex analysis and forecasts to develop strategies designed to reduce cost and increase productivity. Also is responsible for providing the contact center with performance reports as related to forecasting, scheduling, service level, and agent performance, using Aspect eWFM software tools.
Additional responsibilities include:
Aanalyzing data from various sources to identify cost savings and develop metrics to assist operational integrity and increase efficiency.
identifying productivity gaps and costs associated at the agent and team levels, providing recommendations for resolutions.
Establishing data models and managing databases to support ad-hoc projects and recurrent analysis will be a key function of this position.
Building and maintaining strong business relationships with cross functional teams.
This position will back up the Traffic & Service Level Specialist and Workforce Supervisor positions. Other duties included as necessary.
Bachelor's Degree or equivalent work experience, analytics background preferred
Advance PC skills (MS Access / MS Excel) required
Thorough knowledge of call center metrics and systems (ACD Systems, CMS, Aspect, eWFM knowledge preferred)
Experience in SAS, SQL or both (SAS is preferred) is a plus
Ability to communicate effectively in both verbal and written communication
Strong analytical abilities to provide strategies based on historical and current data and advanced problem-solving ability
Ability to work under minimal supervision both independently or in a team environment
Ability to multi-task and successfully execute multiple projects, priorities, and schedules simultaneously, meeting all deadlines
Occasional travel to other locations, schedule flexibility
Excellent interpersonal skills, strategic thinker, and tactical implementer
Bluestem Brands, Inc. - 15 months ago
Bluestem Brands is proud to be named to Star Tribune's Top Workplaces 2013.
Bluestem Brands, Inc., headquartered in suburban Minneapolis,...