Workforce Analyst Contact Center

Location

Peoria, IL | United States

Job description

Workforce Analyst Contact Center Location Peoria, IL (Downtown Peoria area) : Overview: Expected pay for this position is $21.30 - $25.05/hour. Actual pay will be determined by experience, skills and internal equity. POSITION SUMMARY: The Workforce Analyst maintains a multi-channel Workforce Management (WFM) platform within OSF. The Workforce Analyst focuses on planning and optimizing the performance of OSF agents by analyzing pertinent data, historical performance, and trends in order to manage service levels, staff schedules, and schedule changes to achieve maximum efficiency and occupancy. This includes configuration of skills, call and multi-channel routing, historical trends, and anomalies. Qualifications: REQUIRED QUALIFICATIONS:

• Education: High School/GED
• Experience: 3 years of experience in scheduling, staffing analysis, or workforce management
• 2 years of experience in a call center environment
• Experience using reporting tools
• Other skills/knowledge: Customer service and communication skills, including patience and flexibility with a variety of user knowledge levels and skill sets.

Job tags

Salary