Workforce Management Analyst I

US-AZ-Phoenix
Company
University of Phoenix
Job Family
Administration
Virtual Eligible
No
Requisition ID
2017-9278
Position Type
Full-Time

Overview

Under general direction, the Workforce Management Analyst I utilizes a solid understanding of applicable Workforce Management business systems and processes to maintain optimal scheduling to support service level objectives.

Responsibilities

  • Manages daily schedule adjustments to maintain optimal performance of Center agents.
  • Reviews and manages requests for time off to ensure service level objectives are met while allowing agents necessary time off.
  • Performs intraday management activities to keep Center informed of interval service level performance and expected performance throughout the day.
  • Fulfill daily ticket requests within agreed operational level agreement (OLA) timeframe.
  • Performs ad-hoc and planned availability and exception management activities.
  • Adheres to Workforce Management SOP’s and policies, and makes suggested changes when necessary.
  • Maintains and increases professional and technical knowledge of Workforce or Workforce Management by attending workshops, reviewing professional publications, establishing personal networks, and participating in professional societies.
  • Performs other duties as assigned or apparent.
  • May provide direction or act as a resource for initiative team members.

Qualifications

Basic Qualifications:

  • Bachelor’s degree in Business, Information Technology or a related field

  • 1 to 3 years previous experience in a role within a service desk, help desk or call center environment required

  • Experience distributing tailored communication to diverse audiences

  • Experience with multitasking and work across different applications

Additional Qualifications:

  • 1 to 3 years of experience with call center intraday management technologies and processes, preferred
  • Experience with KCS (Knowledge Centered Support) methodology, preferred
  • Experience with Agile management principles, preferred

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