Workforce Analyst Jobs

NTTA is an organization sanctioned by the State of Texas to develop and maintain high-quality roadways in North Texas. We are viewed as a cutting-edge leader in the toll industry nationwide, delivering transportation solutions to almost 12 million clients. As a customer-driven organization, our purpose is to enhance the quality of life for area residents. We serve a one of the fastest growing regions in the United States, and continue to grow with it to meet increasing transportation needs. NTTA is a vibrant organization with a highly qualified, energized, and engaged team. We are looking for individuals to join this team and help us maintain our place as a respected leader and partner in the region’s transportation network.

:

The purpose of this position is to analyze business drivers, provide recommendations for short and long term attainment of service objectives, applying technical, statistical and analytical skills to maintain an efficient and accurate workload as well as staffing plans for the CSC Dept. This is accomplished by analyzing data, identifying trends, producing forecasts, staffing plans, schedules and reports for the Workforce Manager and the CSC Management staff. Ability to change tasks frequently and exacting detail analysis is imperative. Other duties include: administer the time off planning process, conduct research, and maintain the accuracy and effectiveness of the Workforce Optimization software applications, as well as all other daily workforce job functions.

Job Responsibilities:

• Manages changes to scheduling to ensure adequate daily resource coverage.
• Effectively communicates across the business, with staff at all levels using reports, written communication and presentations.
• Ability to cope with job related stress including but not limited to deadlines, customer, supervisory and staff interactions, multi-tasking and high work volumes is required.
• Reconciles attendance daily with employee timesheets against schedule and time in/time out reporting.
• Maintain running report of attendance incidents.
• Serves as subject matter expert in call center workforce modeling, and responds to ongoing requests for staffing and service gap analysis.
• Processes management requests for modifications of scheduling events (meetings/training, etc.).
• Analyze time off request submissions and approve/deny based on their effect on operations.
• Prepares short term and long-range forecasts of call volume, handle time, required staff and service level.
• Make regular presentations to senior leadership providing insights to past, current and future contact center demand, staffing and service factors, with actionable recommendations for continuous improvement.
• Performs any other related duties as required or assigned.
• Use accuracy of schedule measurements for continuous improvement, including making recommendations to improve scheduling efficiency and team member satisfaction.
• Communicate with management and operations team to ensure compliance with company standards.
• Ensures contact center service levels are achieved by continuous monitoring of real-time agent handle time, attendance and adherence to schedules.
• Provides analytical support for special projects.
• Prepares intraday reports on staff attendance.
• Processes schedule trade requests for posted schedules.
• Designs new reports as needed and/or in response to business changes.
• Produces and maintains a set of accurate, timely, repeatable reports, quantifying and articulating contact center queue and agency performance across multiple dimensions.
• Ongoing capacity planning including evaluation of required vs. expected staffing, with recommendations for allocation and/or level changes of resources.

Job Requirements:

• Reading: Intermediate - Ability to read statistical reports. Ordinarily, such education is obtained in high school up to college. However, it may be obtained from experience and self-study.
• Human Collaboration Skills: Sound decisions regarding reallocation of resources to other areas when needed.
• Technical Skills: Skilled: Work requires a comprehensive, practical knowledge of workforce field with use of analytical judgment and decision-making abilities appropriate to the work environment of the organization.
• Certification & Other Requirements: None.
• Budget Responsibility: Prepares and collects data for budget documents; and does research to justify data.
• Supervision: Job has no responsibility for the direction or supervision of others.
• Math: Intermediate - Ability to deal with system of real numbers; practical application of fractions, percentages and ratios/proportions. Ordinarily, such education is obtained in high school up to college. However, it may be obtained from experience and self-study.
• Experience: Over one year up to and including three years.
• Writing: Intermediate - Ability to write reports, prepare business letters or memos and summaries with proper format, punctuation, spelling, and grammar, using all parts of speech. Ordinarily, such education is obtained in high school up to college. However, it may be obtained from experience and self-study.
• Freedom to Act: Receives Limited Direction: The employee normally performs the duty assignment according to his or her own judgment, requesting supervisory assistance only when necessary. The assignment may be reviewed upon completion. Performance is reviewed periodically.
• Formal Education: Work requires knowledge of a specific vocational, administrative, or technical nature that may be obtained with six-months/one year of advanced study or training past the high school equivalency or equivalent experience. Junior college, vocational, business, and technical or correspondence schools are likely sources. Appropriate certification may be awarded upon satisfactory completion of advanced study or training.