Workforce Analyst

Work At Home
Immediate

Job Description

Innovative, Dynamic, Fast Pace and Collaborative, these are just some of the words that our employees use to describe us but hey - don’t just take it from us - become a part of BroadPath today and experience our Culture of Constant Connection! At BroadPath we strive to transform the modern workplace by embracing the spirit of revolution coupled with advanced technology to create an experience out of every day. Grow with a company that is passionate about helping you maximize your full potential. Become a part of transforming customer and client experience through the utilization of our innovative work from home technology. BroadPath Healthcare Solutions is hiring a Workforce Analyst to work remotely! Our Call Center Workforce Management Analyst is responsible for planning, managing, reporting, and analyzing client services workload. The candidate for this position should have practical call center experience including experience in workforce management and utilizing workforce management tools.

Responsibilities

•    Create short-term and intermediate-term workload forecast and schedules for client needs. 
•    · Monitor and adjust resource work schedules to ensure adequate resource coverage to achieve service level targets. 
•    · Generate/automate daily, weekly, monthly, and quarterly workforce Key Performance reports using WFM and contact center tools (N.I.C.E IEX, Avaya, Aspect, CMS). 
•    · Communicate effectively with Operations, Co-workers and Associates as required to manage day to day call center tasks. 
•    · Work successfully from your home office in a virtual role as a call center Workforce Analyst 
•    · Identify and engage alternative approaches when encountering communication barriers and escalate to leadership as needed.
 

Basic Qualifications

•    3-5 WFM Analyst experience required 
•    Call Center experience required (WAH/Onsite) 
•    · Previous knowledge and experience working in a Workforce Management tool(s) (i.e., Five9, Avaya, N.I.C.E., Aspect, Blue Pumpkin, etc.) 
•    · Demonstrate ability to build call center staffing models, capacity planning and forecasting models. 
•    · Knowledgeable with industry standard call center metrics. 
•    · Prior Workforce Management or Contact Center experience; ability to understand the daily needs/interactions of a call center environment 
•    · Must demonstrate outstanding communication (written, verbal and listening) skills, intuition and follow-through combined with a caring attitude. 
•    · Possesses the ability to quickly learn software applications. 
•    · Strong organizational skills with ability to multi task and prioritize. 
•    · Intermediate to Advanced proficiency with Microsoft Excel, Word and PowerPoint 
•    · Excellent verbal and written communication skills 
•    · Must be comfortable with using and adapting to new and existing technology 
•    · Ability to multi-task and prioritize while completing high profile tasks or deadlines 
•    · Experience conducting data analysis and ad-hoc reporting preferred