Job Description:
Job Title: Analyst - Customer Relations Center (Workforce Management)
Location: Augusta, ME
Work Type: Office
Base Salary Range: $62,964 - $78,705.
Job Summary
Workforce Management Analyst - Contact Center
Support core workforce management functions including staff planning, forecasting, scheduling, intraday management and reporting for insource and outsource operations. Provide process improvements to increase efficiencies within the WFM team and customer care organization.
Assist contact center supervisors/managers with achievement of service level and productivity goals. Manage the proper balance between service levels and labor efficiencies. Assist in on-going education and training of the contact center supervisor/managers on effective methods and tools for running efficient, high quality business units.
Responsibilities
- Real-time/intraday management: Monitor and react to Service level alerts by managing and performing recovery actions to ensure a high level of service for internal and vendor partners.
- Monitor real-time shrinkage and schedule adherence.
- Communicate with supervisors and agents to ensure on-phone and off-phone activity is managed efficiently throughout the day.
- Assist in identifying opportunities to improve agent efficiency and productivity.
- Maintain correct schedule information, including absenteeism, shrinkage, etc. in WFM application (Verint).
- Assist in administration of WFM tools and technology.
- Manage data from multiple sources, and continually audit the integrity of input data through testing and reconciliation activities.
- Generate and distribute monthly, weekly, and ad hoc reports as necessary including key business metrics reports, performance reports, and dashboards with consistency and accuracy.
- Continuously review existing processes and research new ones for possible automation improvements or enhancements.
- Support contact center reporting and data analytics initiatives.
Education & Experience Required:
- Associate's degree with a minimum of 2 years relevant experience preferred. HS Diploma with a minimum of 3 years relevant experience required.
- 1+ years direct experience in Customer Service Center volume forecasting and Workforce Management, preferably in a multi-channel, multi-vendor/site environment
- 1+ years direct experience using WFM software and scheduling tools.
- Demonstrated knowledge and understanding of contact center key performance indicators.
Intermediate MS Excel (complex functions, pivot tables, macros, etc.)
- Established written and verbal skills, public speaking.
- Excellent planning and organizational skills.
- Experience working in a union environment.
- Intermediate PC/application proficiency.
- High standard of performance while pursuing aggressive goals.
- Ability to build synergy and interdependence with a diverse team, in a changing environment.
- The position requires a full-time work schedule. Full-time is defined as working at least 40 hours per week, plus any additional hours as requested or as needed to meet business requirements.
Skills/Abilities
- Able to work with minimal supervision in both structured and unstructured work environment.
- Strong analytical, decision making and problem-solving skills.
- Able to work well within a team environment.
Behavioral Competencies
• Develop self & others
• Empower to grow
• Collaborate and share
• Be a role model
• Focus to achieve results
• Be agile
Mobility Information
Please note that any applicant who is not a citizen of the country of the vacancy will be subject to compliance with the applicable immigration requirements to legally work in that country
AVANGRID's employment practices and policies are geared to hiring a diverse workforce and sustaining an inclusive culture. At AVANGRID we provide fair and equal employment and advancement opportunities for all employees and candidates regardless of race, color, religion, national origin, gender, sexual orientation, age, marital status, disability, protected veteran status or any other status protected by federal, state, or local law. If you are an individual with a disability or a disabled veteran who is unable to use our online tool to search for or to apply for jobs, you may request a reasonable accommodation by contacting our People and Organization department at careers@avangrid.com
Avangrid employees may be assigned a system emergency role and in the event of a system emergency, may be required to work outside of their regular schedule/job duties. This is applicable to employees that will work in Connecticut, Maine, Massachusetts, and New York within AVANGRD Network and Corporate functions. This does not include those that will work for Avangrid Renewables
Job Posting End Date:
February-7-2025
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