Workforce Analyst-Operations-MercerConsumer-Urbandale, Iowa
Company Name:
Mercer
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.
Qualifications:
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
Job:OperationsEstimated Salary: $20 to $28 per hour based on qualifications.
Mercer
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.
Qualifications:
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
Job:OperationsEstimated Salary: $20 to $28 per hour based on qualifications.
|
|
 | |
