Job description

The Workforce Management Analyst role will be responsible for interpreting call data, formulating, and implementing modifications to staffing plans for employee schedules and skill assignments to balance resources, both in real time and for future planning. This role will provide input and assist in the management of staff resources dynamically to support call center network goals and expectations. This role will also process timely, accurate reports on performance, goals, actions taken and needed to meet our daily goals. This position supports both internal and outsourced contact centers.

What you'll do:

• Monitor contact routing in a multi-skilled, multi-channel, and multi-lingual environment

• Analyze real time call center trends including call volumes, call patterns, staff productivity, absenteeism, and resource allocation.

• Provide detailed intraday forecast, service level, and occupancy reports to contact center stakeholders

• Direct and coordinate the real-time operation of Workforce Team, making decisions related to overtime, vacation, and time off.

• Provide detailed reporting to contact center stakeholders throughout the day

• Support Contact Center Supervisors and Vendor Operations in the of the day-to-day supervision of their teams to ensure service level and adherence objectives are met.

• Coordinate/conduct briefings with Workforce Team and Supervisors to ensure staffing opportunities are brought to the attention of operations.

• Facilitate in the recovery operations from periodic outages and system down time when they occur within the contact center.

• Serve as a primary contact for Resource Planning and Management, empowered to make decisions or escalate work related issues

• Provide multi-day reporting and analysis to ensure leadership team has information necessary to make the appropriate business decisions and optimize resources.

What we are looking for:

• High School diploma or equivalent is required. College Degree preferred (or equivalent related experience)

• 1-2 years prior WFM experience as a Traffic Analyst

• Knowledge of Verint WFM Software (preferred) or similar application (NICE/IEX, E-WFM, Genesis, etc.)

• Intermediate knowledge of ACD Technology (AWS-preferred, Avaya, Aspect, etc.)

• Two years’ experience in a Call Center environment

• Requires a high level of computer expertise, including MS Office Suite. (SQL experience a plus)

• Ability to analyze and interpret data

• Ability to communicate with all levels of company leadership and call center personnel

• Ability to manage multiple projects and tasks and multitask in a fast-paced environment

• Ability to prioritize and organize effectively

• Regular and punctual attendance is required

• Ability to work in an expanded hours operation, including evenings and weekends

Perks you’ll get:

• Access to Medical, Dental, Vision, Life and Disability insurance

• Eligible to elect other voluntary benefits including: Group Auto Insurance, Group Home Insurance, Pet Insurance, Legal Assistance, Identity Theft Protection, FSA, Accident Insurance, Critical Illness Insurance, and additional life insurance coverages

• Contribute up to $270 as a tax-free benefit for public transportation or parking expenses

• 401(k) Retirement Plan with company matched contributions

• Full training to learn the business and enhance professional skills

• Employee discounts, including discounted prices on the purchase of Avis/Budget cars

• Access to an Employee Assistance Program for services including counseling, financial and legal consultation, referrals for care service and more

• Community involvement opportunities

Who are we?

Glad you asked! Avis Budget Group is a leading provider of mobility options, with brands including Avis, Budget & Budget Truck, and Zipcar. With more than 70 years of experience and 11,000 locations in 180 countries, we are shaping the future of our industry and want you to join us in our mission. Apply today to get connected to an exciting career, a supportive family of employees and a world of opportunities. 

The fine print:

Avis Budget Group is an equal opportunity employer – M/F/Veterans/Disabled.

This advertisement does not constitute a promise or guarantee of employment. This advertisement describes the general nature and level of this position only. Essential functions and responsibilities may change as business needs require. This position may be with any affiliate of Avis Budget Group.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

• 8 hour shift

Supplemental pay types:

• Bonus pay

Work Location: Remote

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