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Form of workOperationsThe Operations department is Credit One Bank's touchpoint with its customers. They build customer satisfaction and loyalty through best-in-class customer service.We're all about providing the customer with the service they want at the channel of their choice.Position SummaryThe Workforce Analyst II position supports the Customer Service leadership team by providing insight and analysis of 3rd party agency call handling effectiveness. This is accomplished by identifying call handling trends and opportunities, recommending solutions to narrow or close performance gaps, and in many cases, taking immediate action to drive operation effectiveness.
The Workforce Analyst II generates and reviews call metric KPI reports, real time adherence, roster management, and access rights requests. In addition, the role supports the Customer Service department by acting as liaison between the Internal Operations team, IT department and 3rd party vendors when system outages are reported.Essential Job Functions:Analysis and creation of reports to identify trends and provide direction to internal and external units for appropriate enhancements to improve servicingReal time management of department goals including Global ASA, Staffing Compliance and Forced DisconnectsRegularly complete, review, and obtain approval for work orders, vendor access forms and roster changesEffectively document ad-hoc changes to volume allocation including but not limited to Impact Logs, CMS reporting, DR / BCP, and Forecast AllocationParticipate in projects or process improvement initiatives that achieve and support the company's strategic initiativesAttend and facilitate staffing and business review meetings as requiredAct as a point of contact for the customer service team on IT / network team conference calls as requiredMust exemplify professional and ethical behaviorPosition Requirements:1 year of workforce management experience (e.g., RTA, Scheduler) for an inbound call center operation is preferredKnowledge/proven experience driving call center metrics such as ASA, Service Level, and Abandon Rates through real-time workforce managementExperience with the CMS interface is preferredDemonstrated verbal and written communication skillsDemonstrated organizational skillsMust have PC skills and the ability to utilize software such as, Microsoft Word, Windows, Excel, PowerPoint, etc.Experience using WFM/Forecasting/Scheduling Software preferredEmployment Type: FULL_TIME
