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Workforce Management Analyst
OneAmerica Financial Partners, Inc.
Indianapolis, IN, United States
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Description
At OneAmerica, we deliver on our promises when customers need us most. We believe the best way to serve our customers is to know that every individual, employee, family and business we work with has unique personal and financial goals. We keep our promises so we can help them achieve their goals and realize their definition of financial success.
The Workforce Management Analyst plays a key role in enabling the organization to deliver on its promises by providing strategic expertise to the business. This role is responsible for maximizing the use of effective staffing and resource strategies with the goal of providing our customers with high quality and consistent service.
Provides real-time monitoring and continual analysis via available tools and workforce management techniques in an effort to maximize resource efficiency and achieve service level goals / business objectives.
Performs trending and root-cause analysis to explain service level variances as well as manage issues related to telephony, technology, and other events impacting operational performance.
Oversees short and long term staffing management, call volume and transaction forecasting with the operational leaders.
Appropriately forecasts daily call volume and accounts for growth due to seasonal variations and special events.
Adjusts workflow queues and helps leaders with solutions to problems facing service-level delivery and staffing.
Partners with other teams to understand the key drivers of volume and incorporates them into forecasting and planning decisions.
Identifies and researches service level risks for problem resolution and management notification.
Requirements
Associate's degree in business administration, finance, statistics, mathematics or related field
Minimum of four (4) years of demonstrated competency in WFM contact center operations.
Experience administering automated workforce management tools.
Excellent knowledge of multi-channel service center processes and operations.
Proficient in workforce management tools/practices, reporting and Microsoft Office products.
Ability to establish trust, respect and credibility and form close working relationships with all levels of the organization.