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Workforce Management Analyst
TSYS
Broomfield, CO, United States
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Every day, the people of TSYS® and Netspend® improve lives and businesses around the globe through payments. We make it possible for millions of people to move money between buyers and sellers using our payments solutions including credit, debit, prepaid and merchant services. We are "People-Centered Payments", and our team has the unique opportunity to help create a world in which payments make people's lives easier and better. This is both a tremendous honor and an important responsibility for those who accept the challenge. If you are looking to make a valuable difference for people everywhere — and for yourself — we may have the right place for you.
Summary of This Role
The Workforce Management Analyst will work cross functionally with all levels and departments within the Shared Services Operations organization. Position requires a solid understanding of Workforce Management principles and functions in a call center centric environment. Is an expert in organization and ensuring task assignments are meticulously coordinated. Must be able to interact and communicate effectively with multiple departments and business leaders.
What Part Will You Play?
• Attend weekly and daily staff planning and KPI review meetings with management
• Generate forecasts factoring in volume, handle times and skill sets
• Schedules agents to closely align forecast agent requirement levels for multiple skill groups
• Manage agent schedule exception processes including attendance line, time off requests, off phone time
• Manage intraday staffing levels and monitors agent schedule adherence to meet service levels
• Acts as primary real-time queue analyst and initiates all queue management protocols
• Attends periodic staff planning and KPI review meetings with management
• Manage employee information and organization changes
• Identify surplus/deficit coverage levels then initiate adjustments to mitigate risk or improve occupancy
• Administering Avaya CMS supervisor settings
• Scheduling and administering overtime processes
• Maintain multiple reports to support call center reporting and analytics
• Proficiency with WFM tools, systems and software
• Occasional special project assignments
• Perform other duties and assignments as directed
What Are We Looking For in This Role?
Minimum Qualifications
• 1 year experience with a WFO scheduling suite (Calabrio, Verint, IEX, Monet)
• Strong Excel
• Ability to maintain and build effective relationships with all levels of employees and management
• Strong mathematical, analytical, communication, and organization skills
• Track record of dependability with consistent completion of assignments on time
• Ability to handle multiple tasks in a fast-paced changing environment
• Able to analyze processes, improve efficiencies and deliver outstanding service to customers
• Consistently achieve desired results by taking personal accountability, effectively organizing and planning work, setting priorities and executing action plans
• Ability to apply well developed time management skills to define priorities and implement activities tailored to meet requirements and deadlines
Preferred Qualifications
• At least 1 year call center experience preferred
• Working knowledge of Microsoft Outlook, PowerPoint and SharePoint
• Bachelor’s degree preferred and/or equivalent work experience
What Are Our Desired Skills and Capabilities?
• Skills / Knowledge - Learns to use professional concepts. Applies company policies and procedures to resolve routine issues.
• Job Complexity - Works on problems of limited scope. Follows standard practices and procedures in analyzing situations or data from which answers can be readily obtained. Builds stable working relationships internally.
• Supervision - Normally receives detailed instructions on all work.
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US Applicants:
TSYS is an equal opportunity employer (EOE) committed to employing a diverse workforce and sustaining an inclusive culture. For more information about your rights, click here.
Qualified individuals with disabilities may be entitled to reasonable accommodations to assist in their pursuit of employment with TSYS. This includes assistance in completing the job application (online or otherwise) and reasonable accommodations during the hiring process.
EOE/Minorities/Females/Vet/Disability
Outside of US Applicants:
TSYS is committed to diversity and equal opportunities for everyone. We are committed to ensuring that all job applicants and team members are treated equally, without discrimination because of gender, sexual orientation, marital or civil partner status, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability, age or any other characteristic prohibited by law. For more information, please refer to our Code of Business Conduct and Ethics, found here.