Workforce Optimization Analyst (Internal candidates ONLY)

This is not a Civil Service Position. DWSD employees are subject to provisions of Court Orders entered in United States District Court, Eastern District of Michigan, Southern Division, Case No. 77-71100 with regard to certain terms and conditions of employment. DWSD does not honor reversion rights for Internal candidates.

The Workforce Optimization Analyst position will be responsible for real time monitoring of service levels and site performance. This position will be responsible for the day-to-day monitoring of inbound and outbound phone calls in BrightPattern, BrightPattern Chat feature, Call Routing, and Email Monitoring.

This position requires the ability to multitask in a fast-paced contact-center environment and provide daily recommendations on staffing optimizations that drive positive service level performance. You will act as the first line of defense in recognizing issues within the operational workflow and will be required to assist in troubleshooting and escalating to the appropriate department as vital.

Knowledge of:

• Will be responsible for tactical planning and historical trend analysis to ensure the call center achieves key performance indicators on a daily and interval basis.
• Key responsibilities will include operational, procedural, and data analysis to achieve service level objectives, improve efficiencies, and deliver exceptional customer experience.
• This position is accountable for monitoring, adjusting, and optimizing staff levels for real-time staffing needs to meet operational and business objectives.
• Demonstrates Decision Making/ Complex Problem Solving- proactively gather the right data from appropriate sources, probe/consider all of the facts, considers other perspectives; conduct root cause analysis; refer to long term plans and goals; prioritize key factors; act decisively, promptly and confidently.

• Advanced skills using Microsoft Excel as well as workforce management software, such as IEX, Bright Pattern and Aspect in a business environment
• Ability to prioritize and meet tight deadlines
• Compiles Analytical Metrics
• Proactively identify risks, and opportunities around business performance
• Realign resources to optimize coverage and service based on skill set and priority
• Communicate with front-line leaders to ensure they have the data needed to address staffing needs
• Monitor real-time service levels, average speed of answer using WFM and Real-Time Adherence software and telephony/routing reporting, to ensure all call center agents are in compliance and service levels are met
• Responsible for assisting in the daily efforts to provide an outstanding customer experience by performing real-time management to service level and agent performance in an omni-channel contact center environment.

What You'll Do:
Review and approve agent time off and schedule change requests.
Provide support for special projects
Provide daily optimization reports to Leadership.
Monitor Workforce Management systems performance.
Required Skills:
Experience with Workforce Management software - Playvox (forecasting, scheduling, performance tracking, and reporting) preferred
Experience with Customer Relationship Management (CRM) system
Automatic Call Distributor (ACD) telephony systems knowledge
Candidate must possess highly developed analytical skills for reviewing information, analyzing data, and making appropriate recommendations for improvement.
Strong experience working with Excel, Google Sheets, and other analytics tools
Ability and willingness to learn new software and procedures
Skilled in problem-solving, critical thinking and decision-making
Ability to be highly organized with an emphasis on attention to detail, timeliness, and accuracy
Ability to work with minimum supervision as well as in a team environment, in a time sensitive environment and on several tasks simultaneously
Highly skilled in effective communication both verbally and in writing with co-workers, management team, other departments, and vendors
Ability to sit the entire work day viewing a computer monitor
Open to learning and practicing new processes, freely communicating ideas, and committed to the best end result
Understanding of Key Performance Indicators for the contact center industry for multimedia, omnichannel environment
Willingness to work evenings, weekends, holidays, long hours, and be on call as needed.

Qualifications:

• Associate degree or equivalent experience required
• 2+ years of Workforce Management experience in an omnichannel, skill-based contact center environment preferred
• 3+ years contact center experience preferred

Employment Type: Classified- Regular (DWSD Only)