Workforce Management Analyst

Job description

JOB DESCRIPTION

Supports the delivery of the agreed upon service to the client(s). Provides call center/ customer service support. Predominately inbound customer service calls (though may entail outbound calls for follow-up). Responsible for upholding the Service Level Agreements (SLAs) and achieving a high level of client satisfaction. Work closely with the Client Relationship Managers or Operational Managers to resolve issues and identify opportunities for increasing the value of the service to the client(s).

The Role
The Workforce Management real-time analyst supports the service center operations with a blend of technical and business expertise. Responsible for maintaining schedules to meet service objectives and keeping multiple system databases updated with complete and accurate information. Responsible for working closely with team members and management to adjust schedules in response to real-time factors affecting service center needs.

Key Responsibilities

·  Maintain system databases with accurate agent and client information
·  Perform timely system updates in response to transactional requests
·  Monitor call volume trends for multiple queues and sites 
·  Manage and optimize service center staff schedules based on forecasted requirements
·  Serve as a primary point of contact for daily scheduling issues
·  Complete ad-hoc reporting and analysis projects when needed to support the WFM team and service center managers.
·  Proactively work with team members and managers to recommend efficiencies and affect change
·  Identify recurring problems with system processes, policies or procedures; contribute ideas to resolve problems to better service the customer and/or improve productivity
·  Create and maintain process documentation
·  Some travel may be required
·  Miscellaneous duties assigned as needed

The Requirements

·  At least 1 year of call center experience or Associate’s degree 
·  Working knowledge of Word, PowerPoint & Outlook
·  Ability to prove intermediate skill level or greater using Microsoft Excel (can comfortably use date/time, text, and statistical functions and formulas. Comfortable creating charts and graphs. Can use formatting to design a professional look & feel)
·  Strong verbal and written communication skills required; Ability to communicate effectively to ensure exceptional quality and a timely customer experience
·  Ability to build and maintain relationships
·  Ability to manage multiple tasks/projects and work across geographies
·  Ability to prioritize and complete multiple assignments and coordinate workflow, producing high quality work in a deadline-driven environment with minimal direction
·  Ability to be a self-starter with excellent follow-up skills

PREFERRED

·  Experience using Workforce Management software in a service center environment (IEX, Aspect, Blue Pumpkin, etc. in addition to call management software)
·  Scheduling and/or forecasting experience in a call center environment
The Company 
Willis Towers Watson is a leading global advisory, broking and solutions company that helps clients around the world turn risk into a path for growth. With roots dating to 1828, Willis Towers Watson has 40,000 employees serving more than 140 countries. We design and deliver solutions that manage risk, optimize benefits, cultivate talent, and expand the power of capital to protect and strengthen institutions and individuals. Our unique perspective allows us to see the critical intersections between talent, assets and ideas – the dynamic formula that drives business performance. Together, we unlock potential. Learn more at willistowerswatson.com.

Willis Towers Watson is an equal opportunity employer

Willis Towers Watson is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, among other things, race, color, religion, sex, sexual orientation, gender identity, national origin, age, status as a protected veteran, or disability.

Equal Employment Opportunity:Know your rights.

Unsolicited Contact: Any unsolicited resumes/candidate profiles submitted through our web site or to personal e-mail accounts of employees of Willis Towers Watson are considered property of Willis Towers Watson and are not subject to payment of agency fees. In order to be an authorized Recruitment Agency/Search Firm for Willis Towers Watson, any such agency must have an existing formal written agreement signed by an authorized Willis Towers Watson recruiter and an active working relationship with the organization. Resumes must be submitted according to our candidate submission process, which includes being actively engaged on the particular search. Likewise, for our authorized Recruitment Agencies/Search Firms, if the candidate submission process is not followed, no agency fees will be paid by Willis Towers Watson. Willis Towers Watson is an equal opportunity employer.