4 Workforce Analyst Jobs in Indianapolis, IN
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Renaissance Life Health is Hiring a Workforce Analyst Near Indianapolis, IN
At Renaissance, the Workforce Analyst will provide planning and optimization processes and performance analysis to achieve desired service goals for the Renaissance contact center.
What will this role entail?
- Administers and maintains the workforce management application to determine forecasts, staffing models, schedules, and long-range planning
- Creates staff schedules, manages time-off requests and timecard reporting, monitors adherence to schedule, maintains daily exceptions, approves shift switching, and administers shift bid process
- Prepares, scrubs, trends, and analyzes historical data on call volume, Average Handle Time (AHT), absenteeism, Key Performance Indicator's (KPI), shrinkage, occupancy, adherence, and forecast accuracy to be used in the workforce planning process and recommends performance improvement opportunities based on analysis
- Analyzes and recommends departmental staffing/scheduling options to management in order to achieve service level goals and performs intra-day management function and responds accordingly to unforeseen events, changes in the business, weather related issues, outages, etc.
- Updates, maintains, and reports head count, attrition, productivity, and other workforce performance related items
- Troubleshoots system issues, determines root cause, repairs, coordinates with vendors, when necessary, escalates and tests solutions
- Creates, plans, and executes project plans relating to workforce management application and processes and researches, recommends, and deploys new workforce call center technologies
- Administers staff training on workforce management technology, concepts, theories, processes, and provides daily technical end user support
- Perform other related assigned duties as assigned
- Position requires an associate degree, technical, or vocational and two years' experience in contact center workforce planning, scheduling and optimization. Will accept experience in lieu of education.
- Position requires intermediate knowledge of Word processing with advanced knowledge of spreadsheets, specifically Excel
- Knowledge of the Verint Workforce management software and Genesys (Previously Interactive Intelligence) call center solution platform preferred
- Knowledge of Contact Center staffing and forecasting techniques, and theories; excellent data analysis and organizational skills
- Effective verbal and written communication skills as well as effective analytical and problem-solving skills
- Ability to handle multiple projects; ability to work off hours to support system maintenance; on-call support is required during call center operating hours
- Occasional travel may be required to some Enterprise sites and training facilities
Job Summary
Full Time
Insurance
$57k-75k (estimate)
08/03/2022
04/01/2023
www.renaissancefamily.com
Indianapolis, Indiana
200 - 500
Max Anaba
<$5M
Insurance
Related Companies
The job skills required for Workforce Analyst include Workforce Management, Scheduling, Call Center, Analysis, Planning, Forecasting, 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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