Job Information
United Way of Connecticut Workforce Operations Analyst in Rocky Hill, Connecticut
Workforce Operations Analyst
Rocky Hill, CT2-1-1
Description
::: {automation-id="job-description"} Workforce Operations Analyst
The Workforce Operations Analyst is responsible for analyzing, forecasting, and reporting on call volumes for a multi-skilled contact center. The Workforce Operations Analyst uses real-time call volumes and specialized workforce management technology to forecast future call volume and to develop staff schedules to ensure optimum efficiency as well as acceptable service levels, abandon rates, and key performance indicators (KPIs) in a 24/7/365 environment. This position strives to fulfill the mission of United Way of Connecticut (UWC) at all times while at work.
What you will do
- Using specialized workforce management technology, prepares daily staffing schedule, considering planned and unplanned events (such as vacation, trainings, meetings and special projects) to ensure staffing levels meet expectations of program, clients, and funders.
- Monitors all real-time activities of the Contact Center as well as Contact Center Specialists productivity and performance to ensure operational goals are met. Highlights staffing and performance variances and recommends solutions to reduce costs and maintain or improve the client experience to the Director, 211 Contact Center Operations.
- Monitors call volume, Average Handling Time and staffing trends to forecast staffing needs.
- Based on independent analysis of variations in contact center performance, recommends solutions to staffing gaps to Director, 211 Contact Center Operations either in planning process or through intra-day management.
- Prepares staffing demand and supply forecasts to support maximum workforce effectiveness.
- Recommends, develops and reports quarterly metrics for UWW score card.
- Performs analyses and prepares daily, weekly, monthly, annual and ad hoc reports, including but not limited to staffing trends and forecasts for management and external partners.
The hours for this position will have a 40 hour work week.
Pay:$23.19
- An outright 5% 401(k) contribution.
- 25 days of Paid Time Offin a calendar year - you begin accruing immediately!
- 13 paid holidaysper year or special pay for worked holidays
- Generous health benefits including 80% coverage of your medical plan premium and deductible.
- Tuition reimbursement after 1 year
- Employment at UWC counts toward Public Service Student Loan Forgiveness.
- Supportive, culturally diverse, and inclusive company culture.
- And more! :::