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Workforce Management Analyst
| Company | Tucson Talent |
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| Location | Tucson, AZ, USA |
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| Salary | $21.96 – $32.94 |
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| Type | Full-Time |
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| Degrees | Bachelor’s |
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| Experience Level | Junior, Mid Level |
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Requirements
- Bachelor’s Degree
- Two (2) years of related experience
Responsibilities
- Utilizes and maintains workforce management software and equipment to create and maintain daily schedules and track paid time off for Utility Account Relations Specialists to meet the utility’s business needs. Works with supervisors to ensure that all customer service areas are adequately covered.
- Generates reports to analyze historic and current call volumes, and key performance metrics to uncover or predict service trends to optimize operational efficiency. Distributes reports in various formats to internal and external stakeholders as needed. Documents raw data and saves it to various drives to foster team coherence and collaboration.
- Builds, maintains and updates the Interactive Voice Response Systems to ensure that all systemic options are up to date.
- Creates training schedules and coordinates logistics, invitations, and tracking training progress among participants.
- Liaises with staff as needed utilizing call and workforce management systems to manage account access, worker profiles and assists with troubleshooting.
- Cultivates a positive working relationship with internal stakeholders to gather information and data needed to ensure precise forecasting.
- Performs other duties and tasks as assigned.
Preferred Qualifications
- Experience with call center management, workforce management, and Naviline billing systems
- Experience in coordinating employee schedules
- Experience in forecasting and analyzing data
- Experience in implementing process improvement initiatives
