Workforce Analyst Jobs

Job Summary:
As a Workforce Analyst, you will support the Solutions Center through data analysis and in-house creation of reporting deliverables. This is accomplished through a unique collaborative partnership with all members of Solutions Center leadership.
Primary Responsibilities:

• Daily analysis of call volume, real time monitoring, planning, forecasting and staffing requirements for the department.
• Perform other duties and assignments as directed.
• Prepare necessary reports to support Solutions Center goals and objectives.
• Responsible for PTO Management & Attendance Tracking to ensure smooth operating for Solutions Center & Specialists
• Responsible for daily management of dialers, including but not limited to list management, uploads & importing, creating & updating campaigns & analyzing dialer output data.
• Utilize forecasting tools to assist with analyzing real time staffing requirements needed to meet service level objectives.
• Collaborate & build relationships with Solutions Center Leadership to recommend processes in meeting the needs of the business while proactively recommending potential opportunities for optimal CX
• Analyze trends and key metrics to make recommendations to optimize call times and efficiency performance.
• Administer, maintain, and update Workforce Management software.

Required Skills:

• Strong mathematical, analytical, problem solving, and attention to detail
• Knowledge of Customer Service fundamentals, strong business acumen, and practical expertise.
• Must be self-directed, have initiative and critical thinking skills, to manage numerous projects and tasks simultaneously.
• Skilled in Workforce Management terminology and processes
• Intermediate to Advanced technical skills including Microsoft Excel & WFM Software

Minimum Education and Experience:

• Work schedule Monday – Friday 9am-6pm, flexibility required periodically
• Experience with scheduling, forecasting, and Workforce Management or Dialer software desired.
• High school diploma or equivalent – college degree preferred
• Strong understanding & experience with Microsoft Office Suite, specifically with Excel, Word, Outlook, and PowerPoint
• 2+ years’ experience in a WFM role

#remote
Our Offer to You:

• And more, such as paid time off, flexible spending, employer paid life and disability, employee assistance program, and domestic partner benefits
• Comprehensive healthcare benefits including medical, dental, vision, and employer health savings account contributions
• 401(k) retirement plan with company matching
• Paid leave policies
• Tuition reimbursement, employee wellness programs, and other perks and discounts

Equal Opportunity Employment:
It is the policy of IGS Energy to ensure equal employment opportunity in accordance with all applicable federal and state regulations and guidelines. Employment discrimination against employees and applicants due to race, color, religion, sex (including sexual harassment), national origin, disability, age, sexual orientation, gender identity, military status, and veteran status or other legally protected class under applicable law is prohibited.