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Workforce Optimization Specialist
hace 2 meses
About the Role:
The Intraday Analyst is a key member of the Assurant team, responsible for proactively monitoring and managing contact center intraday performance and progress toward fulfilling client contractual obligations efficiently. This role encompasses real-time monitoring, reviewing metrics, and making expert recommendations for improving staffing, optimization of Service Level Agreements (SLAs), and increasing efficiency.
Key Responsibilities:
- Ensure optimal levels of planned non-working shrinkage (e.g., Paid Time Off) to meet business needs.
- Analyze and provide feedback on service level performance outcomes to drive continuous improvement.
- Adjust resource allocation in real-time to meet efficiency and service level targets, ensuring seamless customer experiences.
- Proactively plan skill and support changes as needed to ensure contact center Key Performance Indicators (KPIs) and SLA targets can be met as efficiently as possible.
- Adjust intraday forecasts by analyzing call volume, Average Handle Time (AHT), and shrinkage patterns to optimize resource allocation.
- Collaborate with Operational Partners to schedule offline activities, ensuring business and client needs are met.
- Evaluate and approve requests for Paid Time Off (PTO), Vacation Time Off (VTO), and Overtime (OT) to maintain a healthy work-life balance.
Requirements:
- 0 to 2 years of experience with workforce management in a multi-skill, multi-site contact center environment.
- Experience with workforce management applications and optimization tools to drive business results.
- Strong analytical, communication, and organizational skills to drive collaboration and results.
- Advanced knowledge of Excel to analyze and present data insights.
- Experience as a customer care specialist is a plus, demonstrating a passion for delivering exceptional customer experiences.
What We Offer:
Assurant offers a competitive compensation package, considering a wide range of factors, including candidate background, experience, and work location, while also allowing for salary growth within the position.
