Workforce Analyst-Operations-MercerConsumer-Urbandale, Iowa

Company Name:
Title: Workforce Analyst-Operations-MercerConsumer-Urbandale, Iowa
Location: US-IA-Urbandale
Job Number: URB00266
The purpose of this position is to collaborate with call center management, business unit managers, and finance to maintain the businesses staff capacity plan and organization hierarchy within Workforce Management. Examines and evaluates statistical data to improve standards and service levels within the call center. Performs resource management functions to optimize staffing capacity by means of forecasting and scheduling.
This position works independently to complete projects with little or no assistance. Works within established procedures, generally handling daily traffic management and short-term forecasting.

Bachelor's degree preferred or minimum of 2 years call center experience

Minimum of two years client management/ customer service experience

Excellent written and verbal communication skills to effectively interact with colleagues

Excellent organizational and time-management skills to handle multiple tasks and priorities

Basic knowledge of Forecasting and Scheduling software preferred

Technical aptitude to learn new systems quickly and to understand system functionality

Detail oriented to ensure accuracy

Excellent computer skills and the ability to navigate through multiple systems without assistance

Analytical aptitude and problem solving abilities

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