Workforce Analyst

Workforce Analyst
CSC ServiceWorks is the nation's largest and fastest growing laundry / air vending and leasing company through a family of brands that includes CoinMach, ASI Campus Laundry, AIR-Serve, and MacGray. With industry leading customer service, quality equipment, and coast-to-coast locations it's easy to see why we have experienced so much success. At CSC ServiceWorks we know the driving force behind our success is our dedicated team of employees and we are presently expanding that team.

Collects, consolidates, and maintains all inbound volume data in support of inbound volume forecasts and associated staffing requirements for all access channels within all Call Center hours of operations to ensure effective traffic distribution and workload planning.
Analyzes and monitors the real time adherence of queue conditions and data within all Call Center hours of operations to effectively gage service level and response time objectives and reports adherence discrepancies to management in a timely manner.
Administers all PTO requests and shift swaps by collecting and granting work schedule adjustments based on service level and response time objectives.
Analyzes, plans, and distributes daily work schedules for all inbound and outbound representatives by conducting workload statistical analysis and providing historical telephone adherence reports to management.
Assists in the development of special forecasts for all operational areas analysis utilizing mathematical, statistical and research techniques that will support in the development of long-term capacity plans and accurate workload predictions for the annual budget/planning process.
Provides back-up PDS maintenance support by loading and running jobs, verifying accuracy of information, and pulling reports.
Performs other duties as required.

Must have at least two (2) years Call Center inbound and outbound workload scheduling experience utilizing workload management tools such as PDS, IEX, CMS, and/or Blue Pumpkin.
Must have an understanding of Call Center staffing and inbound queuing principles.
Must be able to demonstrate fundamental analytical and problem resolution skills.
Must have excellent interpersonal, organizational, verbal and written communication skills.
Must be proficient in PC software skills to include Internet, MS Office Suite, and other database management and reporting software.
Must be able to sit for long periods of time analyzing, updating, and validating workload data using computer applications
Must be able to work 40 hours per week and overtime when necessary

Education and Work
High school diploma required
Two (2) years call center experience required
Experience with workforce management, staffing and/or Blue Pumpkin and Symposium software strongly preferred

Additional information
Salary: $14-15.50 per hour D.O.E.
Position(s): Full-time
Shift: Monday-Friday, 8am- 5pm

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