Workforce Analyst jobs in Michigan

Description:

The Workforce Analyst will primarily work directly with suppliers to ensure Contact Center staffing obligations are fulfilled. The selected candidate will monitor, report, and analyze intraday performance by business unit to ensure key performance indicators are met across the Global Enterprise and in an efficient manner. The position will be responsible for monitoring and communicating from a Global Contact Center perspective. This role will utilize workforce management tools and reporting to make decisions regarding staff management at each location to ensure service performance objectives, occupancy, and allocation targets are being met. Communication with supplier management, Business Performance Leads, as well as executive leadership is a key function of the job. The Workforce Analyst is an extension of typical workforce management, with an emphasis on staff management.

This role will help direct the analysts in an indirect reporting relationship. Demonstrated ability to develop subordinates’ skills through personal interaction and communication. Displays interpersonal skills necessary to communicate Analyst skill requirements and areas for improvement. Consistently communicate and interact with Analysts to achieve best service possible. Must seek team success through Analyst performance and development.

Job Responsibilities Include:

• Provide input for the Daily Enterprise Staffing Call for of day-of staffing and future days concerns. Responsible for reviewing action plans and any follow up or deviation to the action plans presented by the sites
• Always maintain a 5-Day Staffing Outlook to eliminate same day staffing shortages
• Continuously monitor metrics for all Business Units to observe and react to any trends that are being observed throughout the day across the Global Enterprise
• Cultivate relationships with each supplier, with a comprehensive understanding of contract expectations and limitations
• Assist with skill management and leveraging
• Host operational bridge-lines
• Assist with technical issues and potential technical bridge-lines

Skills & Qualifications:

• Completed Bachelor’s Degree or equivalent workforce management experience
• 2-3 years of experience in forecasting, monitoring, and analysis of customer contacts in a contact center real-time environment preferred. Having this experience within a technical industry or automotive is a plus
• Business analysis, Call center, Forecasting, Workforce management software, Sql, ms excel, pivot table
• Working knowledge of industry standard contact center technology (ACD, IVR, Network Features), reporting automation applications
• Proficiency in the following tools are ideal: MS Teams, Skype, SharePoint, Microsoft Word, Microsoft PowerPoint, Microsoft Excel (including knowledge of Macros), IEX, CCPulse, Salesforce, CXOne, DCCM, Global Advisor Application and Siebel

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.