1 workforce analyst Job in plano, tx
North Texas Tollway Authority is Hiring a Workforce Analyst Near Plano, TX
SummaryThe purpose of this position is to analyze business drivers, provide recommendations for short- and long-term attainment of service objectives, applying technical, statistical and analytical skills to maintain an efficient and accurate workload as well as staffing plans for the CSC Dept. This is accomplished by analyzing data, identifying trends, producing forecasts, staffing plans, schedules and reports for the Workforce Manager and the CSC Management staff. Ability to change tasks frequently and exacting detail analysis is imperative. Other duties include administer the time off planning process, conduct research, and maintain the accuracy and effectiveness of the Workforce Optimization software applications, as well as all other daily workforce job functions.
Responsibilities
- Prepares short term and long-range forecasts of call volume, handle time, required staff and service level.
- Ongoing capacity planning including evaluation of required vs. expected staffing, with recommendations for allocation and/or level changes of resources.
- Serves as subject matter expert in call center workforce modeling and responds to ongoing requests for staffing and service gap analysis.
- Make regular presentations to senior leadership providing insights to past, current, and future contact center demand, staffing and service factors, with actionable recommendations for continuous improvement.
- Ensures contact center service levels are achieved by continuous monitoring of real-time agent handle time, attendance, and adherence to schedules.
- Prepares intraday reports on staff attendance.
- Reconciles attendance daily with employee timesheets against schedule and time in/time out reporting.
- Manages changes to scheduling to ensure adequate daily resource coverage.
- Communicate with management and operations team to ensure compliance with company standards.
- Maintain running report of attendance incidents.
- Analyze time off request submissions and approve/deny based on their effect on operations.
- Processes schedule trade requests for posted schedules.
- Produces and maintains a set of accurate, timely, repeatable reports, quantifying and articulating contact center queue and agency performance across multiple dimensions.
- Designs new reports as needed and/or in response to business changes.
- Effectively communicates across the business, with staff at all levels using reports, written communication and presentations.
- Processes management requests for modifications of scheduling events (meetings/training, etc.).
- Use accuracy of schedule measurements for continuous improvement, including making recommendations to improve scheduling efficiency and team member satisfaction.
- Provides analytical support for special projects.
- Performs any other related duties as required or assigned.
- Ability to cope with job related stress including but not limited to deadlines, customer, supervisory and staff interactions, multi-tasking and high work volumes is required.
- High School diploma or equivalent
- Work requires knowledge of a specific vocational, administrative, or technical nature that may be obtained with six-months/one year of advanced study or training past the high school equivalency or equivalent experience.
- 1-3 years’ experience
- Fluency in English
- Must be able to type 30 WPM
Our mission: We are committed to providing a safe and reliable toll road system, increase value and mobility options for our customers, operate the Authority in a businesslike manner, protect our bondholders, and partner to meet our region's growing need for transportation infrastructure.
Job Summary
Full Time
Business Services
$100k-135k (estimate)
04/10/2024
06/02/2024
northtexastollwayauthority.com
Dallas, TX
<25
Business Services
Related Companies
The job skills required for Workforce Analyst include Analysis, Planning, Leadership, Written Communication, Communicates Effectively, Collaboration, etc. Having related job skills and expertise will give you an advantage when applying to be a Workforce Analyst. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by Workforce Analyst. Select any job title you are interested in and start to search job requirements.
The following is the career advancement route for Workforce Analyst positions, which can be used as a reference in future career path planning. As a Workforce Analyst, it can be promoted into senior positions as a Business Systems Analyst III that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Workforce Analyst. You can explore the career advancement for a Workforce Analyst below and select your interested title to get hiring information.
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