Workforce Analyst, Customer Service

Harris County Toll Road Authority; Houston (TX); On-site; USD 52,000 - 76,000; Full time

Job summary

Harris County Toll Road Authority in Houston is seeking a Workforce Analyst to monitor real-time adherence, generate reports, and support staffing decisions to meet operational metrics. The role involves maintaining WFM systems, producing regular analytics, and assisting in staff training as needed.

This full-time position focuses on data-driven decision making, scheduling optimization, and collaboration with customer service teams to ensure efficient performance.

Qualifications

• Two-year college degree in Computer Science or related field required.
• Minimum one year of experience in call center workforce operations or analytical reporting.
• Preference: basic supervisory experience.

Responsibilities

• Ensure data accuracy by reviewing staffing plans and approving time off and schedule changes.
• Monitor real-time ACD performance and ensure staff adherence to schedule.
• Design and maintain daily reports; compile and distribute statistical data weekly/monthly.
• Assist in workload planning and time utilization of staff.
• Assist with staff bid preparation and other duties.

Skills

WFM knowledge

Analytical skills

Schedule adherence

MS Office

Reporting

Education

Two-year college degree in Computer Science or related field

Tools

ACD System

WFM Application

Job description

Position Description

The Workforce Analyst's responsibilities include performing routine analysis and tracking real-time statistical data in relation to the operational performance of agents within Customer Service. The Workforce Analyst monitors real time schedule adherence, provides reporting and analytics that create visibility and drive efficient performance to ensure operational metrics are met. The Workforce Analyst will assist in the allocation of resources and staffing needs based on production requirements. Maintains regular support of the Workforce Management (WFM) application to ensure overall functionality along with the end-users' ability to use the subset application. May assist in the training of additional staff for WFM. Works under moderate supervision with limited latitude for the use of initiative and independent judgment.

Duties And Responsibilities

• Ensures the accuracy and timeliness of data by reviewing staffing plans, approving time off requests, schedule changes, and other types of requests. Resolves scheduling conflicts quickly and efficiently. Verifies that the various Customer Service sections maintain proper coverage through schedule adjustments to continue to meet departmental goals.
• Monitors real-time Automated Call Distribution System (ACD) performance and observations to ensure staff adhere to schedule. Reacts quickly to alert CSRs to bring them back in adherence to required service level.
• Designs, modifies, and maintains daily reports and supporting data as needed. Compiles, analyzes, and distributes statistical data for review by management on a weekly/monthly basis. Provides ad hoc reports as needed.
• Assists Workforce Management in planning work load, work flow, work objectives and time utilization of workforce staff.
• Assists with preparation of staff bid and other duties as assigned.

Other Duties

This Job Description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this position. Management may, at its discretion, assign, or reassign duties and responsibilities to this job at any time.

Requirements

Education and Experience

• Graduate of a two-year accredited college or university with a degree in Computer Science or Technology, or similar related fields; professional experience may substitute for education on a year-for-year basis.
• Minimum one (1) year of experience in call center workforce operations, customer service/relations reporting, or analytical reporting position of similar environment.
• Preference: Basic team leader or supervisory experience is a plus.

Knowledge, Skills, And Abilities

• Ability to comprehend Automated Call Distribution System, key performance metrics and reports.
• Ability to work independently as well as in a team environment and be open to change.
• Ability to quickly learn user end of phone system and Workforce Management system.
• Strong analytical and organizational skills.
• Strong reporting and spreadsheet application skills.
• Ability to adhere to strict attendance requirements.
• Ability to achieve and maintain departmental performance standards.
• Ability to make sound decisions quickly in a fluid work environment.
• Strong interpersonal skills and the ability to communicate with many different levels of employees.
• Excellent knowledge of workforce management calculations, technologies, and key performance indicators.
• Strong analytical and mathematical skills to collect and interpret data to solve problems.
• Working knowledge of personal computers and related software including Microsoft Office.

Physical Demands

The position mostly requires sitting in an office environment, occasionally some standing, and light lifting, such as three or four reams of paper or books (up to 20 pounds or an equivalent weight) may be required.

General Information

Position Type And Typical Hours Work

This is a full time position. Days of work and hours may vary based on business needs of the department and shift to include days, evenings, nights, and weekends.

Work Environment

There are no major sources of discomfort. A normal office environment with acceptable lighting, temperature, and air condition is provided.

Reporting Relations

Reports To Position: Workforce Management Supervisor

Employment may be contingent on passing a drug screen and meeting other standards.

Due to a high volume of applications positions may close prior to the advertised closing date or at the discretion of the Hiring Department.

Equal Opportunity Statement

Harris County is an Equal Opportunity Employer and is committed to providing equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, national origin, age, pregnancy, disability, genetic information, or any other protected class in accordance with applicable federal and state laws.

https://hrrm.harriscountytx.gov/Pages/EqualEmploymentOpportunityPlan.aspx

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