Work Force Analyst
Department: Customer Service
Promotion to this role is subject to availability.
Role Overview
Role Description
Manages forecasting, scheduling, and real-time monitoring to ensure adequate staffing levels, optimize call center efficiency, and meet service-level agreements.
- Strategic forecasting
- Bi-weekly schedule creations
- Intra-day management
- Owner for complex projects related to workforce management tools and applications
- Supports multiple campaigns across Home Service and Claims
- Strong attention to detail
- Track record of successful project work
- History of modeling behavior as it relates to production, adherence and commitment to great service
Key Skills & Competencies
Service levels in target: 9 - 11 months
Department Phone Customer Satisfaction: 85%
Accurately forecast day to day with small margin of error
Improve staffing models to ensure coverage
KPIs
Role Development
Guidelines for Promotion into this Role
Mastered skills for phone and processing support
Strong interpersonal skills, with experience training, mentoring and coaching individuals of varying skillsets
Skilled at handling escalated service requests
History of modeling behavior as it relates to production, adherence and commitment to great service
Track record of successful project work
Strong attention to detail
Beyond this Role
Common Next Roles
Project Manager
Supervisor
Similar Roles
Coming soon!