Job Description

 

Genesis Communications is looking for a Workforce Analyst for a permanent role in Atlanta, GA. This role focuses on assessing and improving the performance of the contact center. People in this role perform complex analyses, manage projects, communicate results, and facilitate process improvement throughout the Operations group. Details on this position are below.

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• Experience with any Work Force Management tool

• Call center or contact center experience

 

Responsibilities:  

 

• Optimize schedules to ensure agent work patterns align with business needs.

• Work with others in the organization to develop and coordinate shift bids.

• Identify and implement opportunities and solutions which improve cost, quality, and timing of business outputs.

• Design, develop and test queue structure

• Recommend and design reports to automate work processes and facilitate analysis of performance

• Create and maintain forecasts on a daily, monthly, and yearly basis. Determine impact of proposed business scenarios.

• Monitor inventory, queue, telephony, and agent performance. Take real-time action to address issues.

• Document work per departmental guidelines using tools, procedures and templates as appropriate

• Able to work with and protect sensitive information; able to maintain the privacy of business data

• Develops and uses knowledge of Genesis Communications business processes and how departments work together to solve and prevent problems.

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