Workforce Management Data Analyst
Transcosmos Sacramento
Sacramento, CA US
Posted ago
Transcosmos Sacramento

Are you good with numbers? Do you enjoy finding the story about performance within the data? If so, we might have the perfect job for you!

Analyze contact center patterns including volumes, trends, attrition rates, and agent productivities. Provide support for management with data analysis, reporting, forecasting, and overall operations of the three contact centers located throughout the United States.

Responsibilities

  • Analyze contact center patterns including volumes, trends, attrition rates, and agent productivities.
  • Ensure customer satisfaction by monitoring, balancing, and redirecting inbound traffic in a timely manner.
  • Utilize the analysis results to forecast contact center workload.
  • Build resourcing and scheduling plans to meet business objectives.
  • Coordinate with other teams when overflow occurs and inbound traffic must be redirected.
  • Assist lower level traffic and scheduling staff.
  • Provide recommendations for improving contact center operations.
  • Oversee and monitor real-time call activity at various call centers and make necessary staff adjustments.
  • Monitor agent productivity and provide feedback to management.
  • Develop and submit various reports, including detailed forecasts, plans, schedules, and performance, both in advance and in review.
  • Identify, evaluate, and report issues and differentiate between workflow, technical, external, or staffing.
  • Maintain tracking database, analyze trends, and make recommendations to management.
  • Ensure the team is aware of any upcoming changes and provide insight into the day-to-day functions.
  • Perform other duties as requested by management.

Qualifications

  • Bachelor’s degree
  • Minimum 2 years experience in a related field, preferably in contact center business.

REQUIRED SKILLS

  • Advanced Excel skills. Proficiency in MS Office.
  • Knowledge of WFM and/or Analytics tools is a plus.
  • Well-developed written and verbal communication skills in English
  • Must be able to manage multiple projects within deadlines.
  • Work independently with minimal supervision and guidance.
  • A self-starter with great attention to detail.

WORK ENVIRONMENT

  • The regular office hours are from 8 AM to 5 PM, Monday through Friday with 1 hour of non-paid meal break every day.
  • Work is performed in an office environment with the possibility of occasional domestic and/or international travel. Overtime and/or variable work hours may be required depending on company needs.
  • The work environment characteristics described here are representative of those an employee encounters while performing the essential job functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully the essential job functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

While performing the duties of this position, the employee is required to frequently sit, use a computer for a long period of time, answer phones, and communicate with others. The employee occasionally must stand, walk, use hands and fingers, and reach with hands and arms. The employee may occasionally lift and/or move up to 50 pounds. Specific vision abilities include the ability to read and analyze data in hard copy and on a computer screen, measure or identify using eyesight and adjust vision focus.

Some perks of the job - Full-time team members will be eligible for medical, dental, vision along with our 401k and paid time off.

About Transcosmos Sacramento

Transcosmos America brings together a perfect marriage of talented people and intelligent technologies to deliver award winning customer support with flexible and innovative service models that meet the service needs of any business or industry.

Transcosmos has a long history of over 45 years of experience in outsourced services. Originally established in Japan, and since then we’ve expanded throughout Southeast Asia and the rest of the world. We currently have over 100 operating centers across 14+ countries, supporting over 30 languages and counting. Transcosmos solutions serve 2,500 clients around the world and as an outsourced solution provider ranked 33rd among the top 100 global outsourcing companies. We continue to earn awards and global recognition including “Global Outsourcing 100 Leaders” awarded by IAOP 3 years running and No.1 for “The World’s BPO Player for The Asia/Pacific and Japan region” by the Gartner report in the U.S.

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