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Kforce Workforce Management Analyst in Salt Lake City, Utah

Kforce has a client in search of a Workforce Management Analyst in Salt Lake City, UT.Summary:We have the need for a Workforce Analyst to join our team. We are a company that values our employees and are motivated to provide an exceptional service experience for all of our clients through living our Core Values: Integrity, Team, Innovation and Pride.Duties:

  • Develop a strategy that is driven by and complements our organizational strategy

  • Managing the day-to-day operation of the queues

  • Drive a culture and work environment that makes the Lexington team a highly desirable place for employees to work

  • Develop and improve processes and procedures to standardize specific workforce management functions

  • Analyze call volume patterns to optimize employee shifts, lunches, and breaks along with other off-phone activities

  • Adjust workforce requirements based on changing/dynamic forecasts

  • Ensure schedules are generated on a weekly basis that support forecasted arrival patterns

  • Manage and analyze operational and workforce data to review and reforecast requirements

  • Identify call volume trends and averages on a monthly and quarterly/seasonal basis

  • Capture, store, and report on historical statistics

  • Establish and maintain communication channels regarding events that impact call volumes

  • Collaborate with key business partners and staff to identify opportunities for improvement of resource utilization and service levels

  • Partner with WFM Manager regarding forecasting/planning based on experience and trend analyses

  • Partner with staff and leadership (e.g., Site Directors, Business Managers, and Supervisors) within and across multiple sites to identify business opportunities based on analysis of reports

  • Partner with Telecom and Technology teams to identify business opportunities based on analysis of reports

  • Analyze, develop action plans, to remedy service delivery and/or service level gaps

  • CMS (Call Management System) experience; Use of Avaya Products highly preferred

  • Workforce Management tools experience; Usage of Verint highly preferred (other WFM tools such as IEX are acceptable)

  • Demonstrated ability to develop, lead, and execute against action plans

  • Excel and MS Office skills and experience

  • Must have the ability to convert raw data into metrics and workforce management strategy

  • Excellent communication skill, both oral and written

  • Ability to work up, down, and across multiple departments with the ability to bring groups to consensus

  • Avaya Proactive Dialer experience preferred

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.Compensation Type:YearsMinimum Compensation:39500.00Maximum Compensation:43600.00