Workforce Analyst at Pinnacle Group Rhode Island

Downtown Boulder Partnership; Rhode Island; On-site; USD 33,062 - 35,817; Full time

Benefits offered by this job

401(k)

Dental insurance

Health insurance

Vision insurance

Job summary

Pinnacle Group in Cumberland, RI is seeking a Workforce Analyst to manage real-time and intraday labor for our contact center. You will monitor queues, agent performance, and adherence to ensure service levels are met, while collaborating with vendors to optimize outsourced operations.

The role requires knowledge of ACD, forecasting/scheduling software, and strong communication to translate data into actionable scheduling decisions. This is a full-time contract in a hybrid setup.

Qualifications

• Minimum of one year of experience working in a contact center environment.
• High school diploma required. Associate or bachelor's degree desired.
• Knowledge in Automatic Call Distribution (ACD) technology and experience with forecasting / scheduling software.
• Demonstrated knowledge of computer literacy in Microsoft Office.
• Experience with a commercial WFM software package (e.g., Calabrio, Verint, NICE).
• Ability to communicate complex concepts effectively.

Responsibilities

• Ensure that monthly service level goals are met by monitoring queues and agent performance at the interval level.
• Monitor agent adherence for absences and elevate to scheduling analyst.
• Monitor queue and agent performance, escalating absent agents and long calls to management.
• Partner with vendor manager to maximize operational effectiveness of outsourced operations.
• Work with vendor support specialist to maximize operational effectiveness of outsourced operations.
• Make recommendations on schedule changes based on observed behaviors.
• Create and retain relationships with supervisors/team leads and agents to identify improvement opportunities.
• Communicate daily forecasted service levels and staffing needs to leadership for changes.
• Adjust intraday forecasts to determine required staffing levels using trends and data.
• Communicate effectively with internal customers.
• This position is a hybrid role requiring regular time in an RIE office location in Cumberland, RI.

Skills

ACD knowledge

Forecasting software

Microsoft Office

Communication skills

Education

High school diploma

Associate or Bachelor's degree desired

Tools

Calabrio

Verint

NICE

Job description

Workforce Analyst job at Pinnacle Group. Rhode Island. Workforce Analyst Location Cumberland, RI (Ashton area)

Job Summary:

• Reporting to the Manager of Workforce Management Performance and Strategy, the Workforce Management Real Time Specialist is responsible for providing realtime and intraday management of vendor and internal agents and of call center queues.
• This role will be integral in ensuring the contact center meets its goals for handling customer calls in a timely manner.
• Responsibilities include identifying and responding to intervals which require remediation to optimize coverage and service level based on skill set and priority.

Job Responsibilities:

• Ensure that monthly service level goals are being met by monitoring queues and agent performance at the interval level.
• Monitor agent adherence for absences that have not been captured and elevate to scheduling analyst.
• Monitor queue and agent performance, escalating absent agents and long calls to management staff.
• Partner with vendor manager to maximize operational effectiveness of outsourced operations.
• Work with vendor support specialist to maximize operational effectiveness of outsourced operations.
• Make recommendations on schedule changes based on observed behaviors.
• Create and retain strong relationships with the operational supervisors/team leads and agents, collaborating effectively to identify opportunities for improvement in both efficiency and agent satisfaction.
• Communicate daily summary of forecasted service levels and staffing needs, working with operations leadership to make changes as necessary.
• Adjust intraday forecasts derived from understood business drivers to determine required staffing levels by projecting call volumes, call duration, and required staffing levels using current trends and historical data.
• Communicate effectively and professionally and build strong relationships with internal customers.
• This position is a hybrid role requiring regular time in an RIE office location in Cumberland, RI.

Education / Experience:

• Minimum of one year of experience working in a contact center environment.
• High school diploma required. Associate or bachelor's degree desired.
• Knowledge in Automatic Call Distribution (ACD) technology and experience with forecasting / scheduling software.
• Demonstrated knowledge of computer literacy in Microsoft Office.
• Experience with a commercial WFM software package (e.g., Calabrio, Verint, NICE).
• Ability to communicate complex concepts effectively.

Pay Range: $24 - $26 Hourly

The specific compensation for this position will be determined by a number of factors, including the scope, complexity and location of the role as well as the cost of labor in the market; the skills, education, training, credentials and experience of the candidate; and other conditions of employment. Our full-time consultants have access to benefits including medical, dental, vision as well as 401K contributions as well as any other PTO, sick leave, and other benefits mandated by applicable state or localities where you reside or work.

Job Type: Contract

Pay: $24.00 - $26.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Vision insurance

Schedule:

• 8 hour shift

Ability to Commute:

• Cumberland, RI 02864 (Required)

Work Location: In person