Call Center-Workforce Analyst

Who are we?

We are Horizon Services. For over 30 years, we've been the trusted name in plumbing, heating, and air conditioning, offering an unmatched level of customer service and technical expertise. Behind that outstanding customer service and technical expertise sits our people. Our employees are the core of our business and our people-first culture ensures that we can deliver on the Horizon guarantee with each and every employee and customer we service. We believe that happy employees = happy customers!

Job Summary:

The Workforce Analyst plays a critical role in optimizing call center operations by ensuring efficient staffing, managing call volume patterns, and enhancing overall performance. This position involves analyzing data, forecasting staffing needs, and collaborating with various teams to meet service level goals.

Duties and Responsibilities:

1. Staffing and Scheduling :

• Forecast call volume and arrival patterns to determine optimal staffing levels.
• Create and maintain schedules that align with business requirements and individual agent needs.
• Monitor real-time schedule adherence and make adjustments as necessary.

1. Performance Analysis :

• Analyze historical trends, forecast accuracy, and underlying assumptions.
• Continuously improve forecasting, headcount planning, and scheduling processes.
• Ensure service levels and profitability goals are met.

1. Resource Allocation :

• Respond to service level variations by reallocating call volumes or adjusting staffing.
• Collaborate with client services and operations to match staff to demand.
• Serve as a real-time monitor, providing guidance to hit service level targets.

1. Reporting and Communication :

• Generate regular and ad-hoc reports on key performance indicators (KPIs).
• Communicate with operations, management, and human resources teams.
• Provide data-driven insights to optimize workforce utilization.

1. New Acquisitions and Seasonal Patterns :

• Anticipate additional call volume from new acquisitions.
• Adapt staffing plans to accommodate seasonal fluctuations.
• Ensure seamless integration of new business units.

1. Quality Assurance :

• Monitor call center metrics related to staffing efficiency.
• Evaluate workforce performance and recommend improvements.

Requirements:

• Bachelor's degree in Business Administration, Statistics, or related field (preferred).
• Proven experience in workforce management or call center operations.
• Strong analytical skills and proficiency in workforce management tools.
• Ability to adapt to changing demands and prioritize effectively.