Call Center Workforce Analyst - Call Center - F/T - Days - 4459 at Careers | UC Irvine Health
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Job Description & Salary Range
UC Title: Administrative Analyst
Position Number: 10005709
Reports to: Manager
Working Title: Call Center Workforce Analyst
Cost Center: Call Center (8571)
Bargaining Unit: None
Job Code: 7243
Date Created: 05/13/2013
Shift: Day Shift
Reporting to the Call Center Manager, incumbent is responsible for optimization of agent level staffing in order to ensure effective call route execution and consistent adherence to desired customer service levels and unit operational efficiencies. Analyses key factors driving staffing needs and operational efficiencies; works with leadership to accurately forecast call volumes, productivity, and staffing forecasts; identifies and communicates areas for continuous improvement.
Rate Minimum $20.74 Midpoint $27.13 Maximum $33.52
Essential Job Functions:
The identification of essential functions below is not intended to be an exhaustive list of all duties that may be assigned to this position, nor does it restrict the duties which may be assigned to this position if such duties reasonably relate to the position.
Creates and maintains databases and/or workforce planning applications to ensure appropriate staffing levels. Analyses call flow; trends data to forecast call volume and calculate staffing requirements; provides retrospective analysis of performance for continuous improvement opportunities. Provides real-time monitoring to ensure service levels are met. Develops and maintains robust call volume forecast models for both short and long-term planning.
Partners with leadership to manage staff schedules; makes recommendations based on impact to specific team and department metrics as well as operational efficiency. Plans and schedules off-phone coverage to include breaks and lunch schedules; manages all schedule exceptions including vacation allotment, time off requests, meetings, training sessions, and bargaining unit related meetings (as requested).
Analyzes intraday call activity; communicates to leadership team of any changes in the business, provide key information to assist management in meeting daily, weekly and monthly service level targets. Identify and communicate significant protocol breaches, technical issues impacting performance and operational problems.
Create, maintain and publish dashboards and ad hoc reports; generate and distribute intraday, daily, weekly and monthly reports at agent, pod, team, and department levels.
Core Organizational Functions:
Customer Service: Values and delivers high quality service to all customers through effective application of the UCICARE principles: Understanding, Communication, Involvement, Commitment, Action, Respect Environment, and LAST. Knows and complies with all customer service standards as outlined in the Service Excellence Handbook.
Personal Achievement: Sets and achieves personal goals to advance career-related skills, knowledge and abilities and helps others to improve their skills.
Resource Management: Demonstrates accountability, discretion and sound judgment in using or managing university resources.
Teamwork: Builds effective relationships across work groups by treating fellow employees with courtesy, respect and inclusiveness; maintains a positive attitude and takes responsibility for assignments.
Quality Improvement: Strives for high quality performance and takes initiative to make improvements and deliver results.
Advanced knowledge of contact center operations and industry trends.
One or more years responsibility for forecasting call volume, including intraday and interpreting data
Strong math skills and ability to perform statistical analysis
Able to clearly communicate call center metrics and results verbally and in writing
Advanced expertise in Microsoft Excel
Subject matter expert and planning resource on issues and projects related to staffing and scheduling and workforce management applications.
Two or more years as a Workforce Analyst in a large, fast paced call center.
Ability to react quickly and take advantage of changing business conditions in real-time;
Must possess the skill, knowledge and ability essential to the successful performance of assigned duties
Ability to maintain a work pace appropriate to the workload
Strategic thinker and tactical implementer with strong analytical abilities;
Advanced knowledge and understanding of workforce planning programs and principles; training and certification with forecasting/scheduling software package preferred.
Excellent written and verbal communication skills in English
Familiar with and comfortable in using different forecasting tools and/or methods
Strong organizational skills and the ability to prioritize workload, meet deadlines and perform multiple tasks with a high attention to detail.
Proficiency in Microsoft Access
Knowledge of UCI policies and procedures
Bachelors or AA degree in Business, Math or related field
Physical, Mental & Environmental Demands:
To comply with the Rehabilitation Act of 1973 the essential physical, mental and environmental requirements for this job are listed below. These are requirements normally expected to perform regular job duties. Incumbent must be able to successfully perform all of the functions of the job with or without reasonable accommodation.
Sitting 70% of time
Standing 15% of time
Walking 15% of time
Agility (F = Frequently, O = Occasionally, N = Never)
Carrying up to 10 Pounds
Lifting up to 10 Pounds
Pulling up to 10 Pounds
Pushing up to 10 Pounds
Dexterity (F = Frequently, O = Occasionally, N = Never)