Address
Form of work
SalaryWorkforce Analyst - 996259 **Work from home within the Tri-County area upon completion of training**
Job Number: 505395
Work Type: Full Time with Full Benefits
Location: Fort Lauderdale-Davie, Florida
Department: NSU Contact Center
Categories: Call Center & Engagement Services
About Us:
We are excited that you are considering joining Nova Southeastern University!
Nova Southeastern University (NSU) was founded in 1964, and is a not-for-profit, independent university with a reputation for academic excellence and innovation. Nova Southeastern University offers competitive salaries, a comprehensive benefits package including tuition waiver, retirement plan, excellent medical and dental plans and much more. NSU cares about the health and welfare of its students, faculty, staff, and campus visitors and is a tobacco-free university.
We appreciate your support in making NSU the preeminent place to live, work, study and grow. Thank you for your interest in a career with Nova Southeastern University.
NSU considers applicants for all positions without regard to race, color, religion, creed, age, sex, sexual orientation, gender identity or expression, genetic information, disability, political affiliation or belief, national origin, marital or veteran status or any other legally protected status.
Job Title:
Workforce Analyst - 996259 (Work from home within the Tri-County area upon completion of training)
Location:
Fort Lauderdale-Davie, Florida
Work Type:
Full Time with Full Benefits
Job Category:
Exempt
Hiring Range:
Pay Basis:
Annually
Subject to Grant Funding?:
No
Essential Job Functions:
1. Monitors real-time service levels, queue volume, and agent availability to support service level targets; realigns resources in real-time to optimize coverage and service level needs.
2. Processes time off and overtime requests; processes timesheets through the Kronos (NSU electronic timekeeping) system.
3. Collects data, conducts analysis, and prepares reports on call center’s effectiveness and recommends process improvements using real time and historical data.
4. Provides Call Center management with data needed to address staffing needs.
5. Coordinates the day-to-day operation of Call Center Avaya Technology related affairs.
6. Consults with users, management, vendors, and technicians to assess computing needs and system requirements. Acts as primary point of contact for Call Center related technology requests, upgrades, and implementations.
7. Works as part of a project team to coordinate database development and determine project scope and limitations.
8. Modifies existing databases and database management systems or directs programmers and analysts to make changes.
9. Revises definition of data as defined in data dictionary.
10. Helps programmers and systems analysts test and debug new programs.
11. Generates reports to audit data quality, ensure accuracy, and increase productivity.
12. Locates and corrects data entry errors or reports them to supervisors.
13. Maintains data integrity and confidentiality.
14. Checks source data to verify completeness and accuracy.
15. Enters data into computers for use in analyses or reports.
16. Computes and analyzes data, using statistical formulas and computers or calculators.
17. Compiles reports, charts, or graphs that describe and interpret findings of analyses.
18. Analyzes and interprets statistical data to identify significant differences in relationships among sources of information.
19. Files data and related information and maintains and updates databases.
20. Completes special projects as assigned.
21. Performs other duties as assigned or required.
2. Processes time off and overtime requests; processes timesheets through the Kronos (NSU electronic timekeeping) system.
3. Collects data, conducts analysis, and prepares reports on call center’s effectiveness and recommends process improvements using real time and historical data.
4. Provides Call Center management with data needed to address staffing needs.
5. Coordinates the day-to-day operation of Call Center Avaya Technology related affairs.
6. Consults with users, management, vendors, and technicians to assess computing needs and system requirements. Acts as primary point of contact for Call Center related technology requests, upgrades, and implementations.
7. Works as part of a project team to coordinate database development and determine project scope and limitations.
8. Modifies existing databases and database management systems or directs programmers and analysts to make changes.
9. Revises definition of data as defined in data dictionary.
10. Helps programmers and systems analysts test and debug new programs.
11. Generates reports to audit data quality, ensure accuracy, and increase productivity.
12. Locates and corrects data entry errors or reports them to supervisors.
13. Maintains data integrity and confidentiality.
14. Checks source data to verify completeness and accuracy.
15. Enters data into computers for use in analyses or reports.
16. Computes and analyzes data, using statistical formulas and computers or calculators.
17. Compiles reports, charts, or graphs that describe and interpret findings of analyses.
18. Analyzes and interprets statistical data to identify significant differences in relationships among sources of information.
19. Files data and related information and maintains and updates databases.
20. Completes special projects as assigned.
21. Performs other duties as assigned or required.
Marginal Job Functions:
1. Interacts with outside consultants and other customer service professionals.
2. Travels to other NSU offices, off-site locations, and/or conferences.
3. Identifies training resources, which can be used to accomplish learning objectives by regularly reviewing programs, technology, approaches, vendors, etc.
4. Develops and administers best practice documentation and benchmark reports.
5. Prepares ad-hoc reports as requested.
2. Travels to other NSU offices, off-site locations, and/or conferences.
3. Identifies training resources, which can be used to accomplish learning objectives by regularly reviewing programs, technology, approaches, vendors, etc.
4. Develops and administers best practice documentation and benchmark reports.
5. Prepares ad-hoc reports as requested.
Required Knowledge, Skills, & Abilities:
Knowledge:
1. English Language - General knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
2. Computers and Electronics - Working knowledge of computer hardware and software, including applications and programming.
Skills:
1. Mathematics - Proficient skills in using mathematics to solve problems.
2. Critical Thinking - Basic skills in using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
3. Reading Comprehension - Proficient understanding of written sentences and paragraphs in work-related documents.
4. Active Listening - Basic skills in giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
5. Active Learning - Basic skills in understanding the implications of new information for both current and future problem-solving and decision-making.
6. Complex Problem Solving - Basic skills in identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
7. Judgment and Decision Making - Basic skills in considering the relative costs and benefits of potential actions to choose the appropriate one.
8. Speaking - Basic skills in talking to others to convey information effectively.
9. Writing - Basic skills in communicating effectively in writing as appropriate for the needs of the audience.
Abilities:
1. Mathematical Reasoning - The ability to choose the right mathematical methods or formulas to solve a problem.
2. Number Facility - The ability to add, subtract, multiply, or divide quickly and correctly.
3. Information Ordering - The ability to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g., patterns of numbers, letters, words, pictures, mathematical operations).
4. Deductive Reasoning - The ability to apply general rules to specific problems to produce answers that make sense.
5. Inductive Reasoning - The ability to combine pieces of information to form general rules or conclusions (including finding a relationship among seemingly unrelated events).
6. Problem Sensitivity - The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.
Physical Requirements and Working Environment:
1. Near Vision - Must be able to see details at close range (within a few feet of the observer).
2. Speech Recognition - Must be able to identify and understand the speech of another person.
3. Speech Clarity - Must be able to speak clearly so others can understand you.
4. May be required to work nights or weekends.
5. May be exposed to short, intermittent, and/or prolonged periods of sitting and/or standing in performance of job duties.
6. May be required to accomplish job duties using various types of equipment/supplies, to include but not limited to pens, pencils, and computer keyboards.
1. English Language - General knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
2. Computers and Electronics - Working knowledge of computer hardware and software, including applications and programming.
Skills:
1. Mathematics - Proficient skills in using mathematics to solve problems.
2. Critical Thinking - Basic skills in using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
3. Reading Comprehension - Proficient understanding of written sentences and paragraphs in work-related documents.
4. Active Listening - Basic skills in giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
5. Active Learning - Basic skills in understanding the implications of new information for both current and future problem-solving and decision-making.
6. Complex Problem Solving - Basic skills in identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
7. Judgment and Decision Making - Basic skills in considering the relative costs and benefits of potential actions to choose the appropriate one.
8. Speaking - Basic skills in talking to others to convey information effectively.
9. Writing - Basic skills in communicating effectively in writing as appropriate for the needs of the audience.
Abilities:
1. Mathematical Reasoning - The ability to choose the right mathematical methods or formulas to solve a problem.
2. Number Facility - The ability to add, subtract, multiply, or divide quickly and correctly.
3. Information Ordering - The ability to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g., patterns of numbers, letters, words, pictures, mathematical operations).
4. Deductive Reasoning - The ability to apply general rules to specific problems to produce answers that make sense.
5. Inductive Reasoning - The ability to combine pieces of information to form general rules or conclusions (including finding a relationship among seemingly unrelated events).
6. Problem Sensitivity - The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.
Physical Requirements and Working Environment:
1. Near Vision - Must be able to see details at close range (within a few feet of the observer).
2. Speech Recognition - Must be able to identify and understand the speech of another person.
3. Speech Clarity - Must be able to speak clearly so others can understand you.
4. May be required to work nights or weekends.
5. May be exposed to short, intermittent, and/or prolonged periods of sitting and/or standing in performance of job duties.
6. May be required to accomplish job duties using various types of equipment/supplies, to include but not limited to pens, pencils, and computer keyboards.
Job Requirements:
Required Certifications/Licensures:
Required Education:
Bachelor's Degree
Major (if required):
Required Experience:
Up to two (2) years of experience in related area, preferably in Workforce management.
Preferred Qualifications:
1. Minimum of two (2) years of work experience related to Workforce management within a mid-size call center within a call center environment with 25-100 agents.
2. Proficient in Avaya Applications (CMS, Call Center Analytics, Forecasting/Scheduling, Proactive Outbound Management, etc.)
2. Proficient in Avaya Applications (CMS, Call Center Analytics, Forecasting/Scheduling, Proactive Outbound Management, etc.)
Is this a safety sensitive position?
No
Background Screening Required?
Yes
Pre-Employment Conditions:
Sensitivity Disclaimer:
Nova Southeastern University is in full compliance with the Americans with Disabilities Act (ADA) and does not discriminate with regard to applicants or employees with disabilities, and will make reasonable accommodation when necessary.
Advertised: Mar 07, 2024 Eastern Standard Time
Applications close: Jun 07, 2024 Eastern Daylight Time
