Junior Workforce Analyst

Life Extension Foundation Buyers Club Inc; Las Vegas (NV); On-site; USD 42,000 - 52,000; Full time

Job summary

Life Extension Foundation Buyers Club Inc in Las Vegas, NV is seeking a Junior Workforce Analyst to manage intra-day shifts and plan adjustments to meet goals. The role includes scheduling for call center and affiliate teams to anticipate needs and maintain service levels.

Responsibilities include analyzing call volumes, communicating events impacting workload, and providing real-time updates to leadership. This position requires two onsite days per week.

Qualifications

• 6+ months of Workforce experience in a call center setting preferred.
• Intermediate knowledge of workforce management software preferred.
• Strong analytical, problem solving and decision-making skills.
• Ability to effectively prioritize.
• Strong communication and interpersonal skills.

Responsibilities

• Analyzes call volume patterns to manage work shifts, lunches and breaks
• Maintains communication channels regarding events that impact call volume
• Reacts to fluctuations in intra-day performance based on established procedures and alerts leadership of any unusual conditions
• Responsible for intra-day adjustments to schedules and resource allocation to minimize impact of daily operational activities and events
• Provides intra-day updates
• Tracks operational teams’ training, meetings and other off-phone activity on a daily basis making necessary schedule adjustments
• Acts as tier 1 triage for IT/phone related issues by coordinating with the appropriate groups and acting as escalation point through resolution
• Participates in weekly operational meetings and makes recommendations for workflow improvements based on identified trends
• Edits ADP timecards, completes associated help desk tickets, enters PTO as needed, and completes end-of-pay-period tasks
• Monitors schedule compliance and schedule efficiency; to include real-time monitoring of break and lunch schedules, tardiness, and/or early departures
• Provides recommendations to the Workforce Manager to ensure productivity goals, performance standards and service levels are met
• 2 onsite days per week is an essential function of this position
• Additional duties as needed

Skills

Call center experience

Workforce management

Analytical skills

Communication & Interpersonal

Tools

ADP Timecards

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Junior Workforce Analyst

Workforce Full Time Professional Las Vegas, NV, US

This position is responsible for insuring goals are met through intra-day management of shifts, skills and changes to plan. Additionally, this position manages schedules for the call center and affiliate teams to properly anticipate needs.

Core Duties and Responsibilities:

• Analyzes call volume patterns to manage work shifts, lunches and breaks


• Maintains communication channels regarding events that impact call volume


• Reacts to fluctuations in intra-day performance based on established procedures and alerts leadership of any unusual conditions


• Responsible for intra-day adjustments to schedules and resource allocation to minimize impact of daily operational activities and events


• Provides intra-day updates


• Tracks operational teams’ training, meetings and other off-phone activity on a daily basis making necessary schedule adjustments


• Acts as tier 1 triage for IT/phone related issues by coordinating with the appropriate groups and acting as escalation point through resolution


• Participates in weekly operational meetings and makes recommendations for workflow improvements based on identified trends


• Edits ADP timecards, completes associated help desk tickets, enters PTO as needed, and completes end-of-pay-period tasks


• Monitors schedule compliance and schedule efficiency; to include real-time monitoring of break and lunch schedules, tardiness, and/or early departures


• Provides recommendations to the Workforce Manager to ensure productivity goals, performance standards and service levels are met


• 2 onsite days per week is an essential function of this position


• Additional duties as needed

Position Requirements:

• 6+ months of Workforce experience in a call center setting preferred


• Intermediate knowledge of workforce management software preferred


• Strong analytical, problem solving and decision-making skills


• Ability to effectively prioritize


• Strong communication and interpersonal skills