Workforce Analyst/Outbound Dialer Administrator

Location: Tempe, AZ
Date Posted: 10-28-2016
The Workforce Analyst/Outbound Dialer Administrator provides WFM forecasts, staffing requirements, and performance monitoring for multiple groups by continually analyzing call volume, history, trends and patterns to meet service level requirements which support operational excellence. This position will serve as an application subject matter expert on dialer related projects, and serve as a consultant to the business on improving dialer effectiveness. The Planning Analyst will be responsible for managing and administering the Dialer (Avaya and Dial Connection) functionality as well as productivity reporting. Creates and implements schedules based on historical inbound/outbound data to ensure the correct number of agents budgeted and required to meet service levels. Will work on end to end WFM processes for implementations, assist with the maintenance and enhancements of various call center management tools, and provide analytical data support to the leadership team.

Requirements
Minimum Qualifications & Abilities
Education (High School, GED, Associates, Bachelors):
Bachelor’s degree required.

Required Work Experience:

3 + years in workforce planning or equivalent field, and previous experience with administering outbound dialer functionality, data analysis and trending.
Familiarity with call center technology, Workforce Management software, and strong skills in conducting systems analysis and in troubleshooting, knowledge of WFM solutions
Advanced knowledge on ACD systems
Strong business, operational and procedural knowledge of a contact center required
Understanding of call volume forecasting and the ability to analyze historical data to create accurate forecasting
Ability to provide clear, concise, ongoing communications to the organization regarding staffing and ability to communicate analysis and recommendations effectively with business owners
Strong mathematical, analytical, and organization skills, with data mining and analysis, research, investigating and problem solving skills
Demonstrated ability to use good judgment and logical reasoning
Experience in Real Time Adherence (RTA)
Exceptional reporting skills; including MS Excel, MS Access, MS Word and/or SQL to access, combine and analyze multiple data sources preferred (strong comfort level with formatting, formulas, graphs, pivot tables, etc.)
Strong familiarity with Avaya CMS, IEX and Kronos Workforce Solutions
Project management skills to lead process improvement projects

Responsibilities
Dialer

Strategize, execute and manage dialer strategy for multiple teams to ensure campaigns are penetrated efficiently and effectively to meet established business goals and client scorecard parameters.
Implement a comprehensive dialing strategy based on analytics which encompasses manual, preview and predictive dialing campaign.
Develop, analyze and distribute agent statistics and identify trends to help determine the need for strategy changes.
Optimize daily performance on the Avaya and Dial Connection Telephony platforms and ensures appropriate staffing levels are in place to meet and exceed the necessary inbound and outbound call/contact volume
Responsible for day-to-day administration and monitoring of predictive dialer system including design, build and maintenance of campaigns, calling lists, filters, reports and list strategies
Manage dialer performance metrics including service levels, occupancy and call routing to ensure KPI's are surpassed
Manage daily campaign strategies and campaign loads are penetrated efficiently and effectively
Executing dialer strategy for multiple departments
Manage daily campaign strategies and campaign loads are penetrated efficiently and effectively
Responsible for development, testing, implementation and production of daily business reporting
Completes regular Quality Assurance monitoring of the dialer systems and processes
Functions as primary point of contact to our dialer strategies, advocate for team strategic insight, results and makes recommendation for process/system changes
Identifying and implementing process improvements
Effective communication verbal and written skills, excellent time management and organizational skills, attention to detail and problem solving skills and demonstrated analytical competencies
Scheduling

Analyze and report existing scheduling models; Provide analysis and reporting of employee performance including schedule adherence
Schedule PTO, overtime, breaks and lunches while ensuring the overall scheduling/shift coverage
Track all associate movement and attrition and the corresponding impact on the P&L
Create new schedule models based on forecast requirements
Oversee intraday management of scheduling procedures, analysis of real time workload requirements, and call routing to manage performance to service level requirements
Manage agent time off based on needs of forecast/schedule. Work with Operations regarding schedule change requests across multiple businesses and locations
Work closely with Operations to enforce schedule compliance and adherence
Holistic staffing plan that supports time for training, individual representative development, team meetings, etc.
Manage ad hoc phone requests
Model out the financial impact of planned changes in the call center
General

Administration of setup and utilization of any WFM software and reporting
Report on variances and generate ad hoc reports as needed
Provide daily/weekly reports to Operations and hold weekly meetings communicating performance and offer suggestions regarding areas of improvement
Recognize and recommend operational and support improvements
Benchmark other call centers for service level targets, technology, and call routing processes.
Other duties as assigned
Very competitive salary and benefits!
Great company to work for!
Full relocation package is available!
Don't miss out! Apply now and we'll be in touch immediately with more specific details, salary information and to answer any questions!!

This position does NOT provide sponsorship so please do NOT apply if you require sponsorship.  Thank You

KP Recruiting Group 
"Bringing Talent to the Marketplace"

KP Recruiting Group is a well established and very respected recruiting firm.  We have built a strong reputation as a premier resource for providing highly qualified candidates for our clients.  We are very experienced in many industries and have a wide range of clients.  We will serve as your advocate during your career search!  Let us do the work for you!  There is never a fee for our services!



 
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