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Analyst, Workforce Management

The Analyst, Workforce Management is responsible for balancing service levels for our clients within established budgets Responsible for balancing service levels for our clients within established budgets. This analyst seeks to achieve responsive service, work with contact center leadership to meet objectives, and arrange for all off-line needs such as ongoing training. The central nature of this position allows for a disciplined, consistent approach.


Duties and Responsibilities:




  • Create accurate forecasts of incoming call volume and handle times


  • Develop staff plan balancing agent schedules to forecasted requirements. Use, but minimize overtime to achieve objectives


  • Training - work with the department manager to set on-going training for employees to include the leadership team on all applicable software systems


  • Manage agents in real time; alerting leadership to issues related to absence, high volumes, and compliance to schedules. Utilize cross-trained agents to balance service levels


  • Perform ad-hoc analysis on an as need basis and jointly work with peers to solve operational issues and improve processes as uncovered


  • Assist manager with projects and other duties as needed



Qualifications:




  • Bachelors degree and Contact Center experience recommended.


  • Demonstrated Excel and data analysis background crucial to success.


  • Strong analytic and mathematical aptitude required.?


  • Excellent written and verbal communication skills required.?


  • Ability to multi-task and work independently.?


  • Experience with contact center software, such as workforce management software highly desired.


  • Able to juggle large streams of data, make recommendations to leadership members and influence decision making is a routine part of the position, often under tight timeframes


  • Must be able to be decisive while remaining objective.



Element Fleet Management is?the world's leading global?fleet management company, providing world-class financial and management services for commercial fleets. In the process, we help customers reduce costs and improve productivity.?? Our employees play a critical role in delivering value to customers and ensuring an exceptional customer experience.? Element is an exciting organization, offering many opportunities for you to grow your career!? ?


Candidates must be willing to comply with pre-employment testing including, but not limited to, drug testing and background check.


Element Fleet Management (?Element?) provides equal employment opportunities to all applicants without regard to an applicant?s race, color, religion, sex, national origin, age, marital status, veteran status, disability, or any other status protected by applicable federal, state or local laws.? It also is Element ?s policy to comply with all applicable state and federal laws regarding consideration of unemployment status in making hiring decisions. Element will provide reasonable accommodation to allow an applicant to participate in the hiring process if so requested. ?When applying, you may exclude information that would disclose or otherwise reference your race, religion, age, sex, marital or veteran status, disability, or any other status protected by applicable federal, state or local laws.




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