Workforce Analytics Specialist I

Job Description

We have 30 positions for a Workforce Analytics Specialist I with one of our clients in Remote for an initial contract duration of 7 months. No third party candidates considered for this position.

Top 5 must have skills

• Genesys experience
• Work Force Management experience
• Analytics Real time monitoring experience
• Workplace Professionalism.

Job Family Summary

Provides administrative and transactional support for Workforce Analytics processes, initiatives and documentation. Collects and compiles historical and real-time data, including call volumes, service response times, employee time off, employee turnover, abandonment rates, etc. Inputs, updates and maintains data records and systems. Develops standard and ad-hoc schedules, projections, reports, presentations and other documents.

JOB FAMILY RESPONSIBILITIES

• Describes examples of the core day-to-day actions, tasks and duties accountable at each job level.
• Higher levels build upon the lower levels; therefore, employees may perform duties contained in a preceding level.

Workforce Analytics Specialist I

A1

• Gains familiarity with standard Workforce Analytics Support standards and practices.
• With guidance, performs specific duties relating to some or all the following:
• Collecting, compiling and entering a variety of data using current technology,
• Preparing and sorting documents for data entry,
• Creating and maintaining logs for tracking purposes,
• Reviewing and entering data updates in specific data management systems.
• Works with the supervisor and Workforce Analytics Support team members to plan daily work and projects.
• Advises manager and others of emerging issues, challenges and questions.
• Recognizes when to escalate problems.
• Assists with special projects as assigned.

Workforce Analytics Specialist II

A2

• Provides basic data collection and related support services for assigned categories of data (i.e., call volumes, service response times, staff scheduled time off).
• Compiles or imports data from various sources into databases or tools to generate reports.
• Provides data in standard or ad hoc report formats as requested by Workforce Analysts.
• Performs quality assurance reviews of data prior to and post entry, troubleshooting integrity issues and cleaning data as required.
• Builds solid working relationships with supported departments / teams.
• Provides clear and thorough information to others.

Sr Workforce Analytics Specialist

A3

• Assists with capacity planning and development of realistic workload forecasts within assigned areas.
• Works with Workforce Analysts to understand data requirements and help define appropriate data sources and collection methods.
• Identifies and resolves data and other discrepancies or refers to supervisor for understanding and resolution.
• Develops and recommends methods to streamline or improve work processes.
• Shares information and assists less experienced staff.

A4

Lead Workforce Analytics Specialist

• Provides senior-level administrative / transactional support across all phases of workforce analytics / capacity planning.
• Helps team’s members juggle conflicting scheduling and related issues.
• Serves as liaison between Workforce Analytics Support and supported stakeholders and groups.
• Assists with the preparation of one-off, special and non-recurring documentation and reports.
• Gathers, organizes and presents data for general distribution.
• Interacts with high-level customer service and allied leaders.
• Participates in ad-hoc cross-functional assignments.
• May provide procedural or technical training, advice and counsel to less experienced colleagues. 

JOB FAMILY FUNCTIONAL SKILLS

Accuracy and Attention to Detail

Understands the necessity and value of accuracy and attention to detail. Demonstrates the ability to process information with high levels of accuracy. Utilizes specific approaches and tools for checking and cross-checking own and others' outputs. Develops and uses checklists to ensure information goes out error-free. Accurately gauges the impact and cost of errors, omissions and oversights. Learns from mistakes and applies lessons learned.

Business Process Management

Combines knowledge of business process improvement tools and techniques with the ability to understand, monitor, update or enhance existing business or work processes. Understands work process flow and intra- and cross-team interdependencies. Identifies, monitors, evaluates and recommends solutions to process bottlenecks. Documents types of process decisions and the potential impact of each decision. Develops cost-benefit analyses of recommended process changes.

Data Gathering and Reporting

Possesses the knowledge and ability to utilize tools, techniques and processes for gathering and reporting data. Contributes to and/or leads projects to gather data for needs analysis, to support decision-making and to develop business-focused insights. Customizes data fields to meet the client / business needs. Interprets and explains data in a clear, concise and actionable manner. Detects and summarizes patterns in data and findings. Develops reports, presentations and recommendations for team and management consumption. Sets upand/or follows procedures to collect and review information needed to manage an organization or ongoing activities within it. Determines which processes or areas need monitoring, identifies information required and develops and implements tracking systems. Ensures systems are easy to use, produce timely and pertinent information and are minimally disruptive to organizational processes.

Internal Controls

Knowledge and ability to create, implement, evaluate and/or enhance processes for effective internal control. Performs audit and/or similar testing to verify and ensure compliance with plans, policies and procedures proscribed by management and encapsulated in the company's standards. Ensures that company assets are safeguarded, that accounting and financial records are accurate and in accordance with the company's requirements. Ensures that all legal and regulatory obligations are adhered to. Participates in ongoing reviews that analyze compliance, appraise audit recommendations and tracks their implementation.

Managing Multiple Prioritie

Ability to manage multiple concurrent objectives, projects or activities, making effective judgments as to prioritizing and time allocations. Understands work and activity can be impacted

by shifts in demands and priorities. Responds to day-to-day operational priorities while still making progress on project work. Addresses potential conflicts that impact delivery

commitments, working with team members, management and other stakeholders to re-prioritize as necessary.

JOB FAMILY FOUNDATIONAL SKILLS 

Builds Positive Relationships

Accepts and celebrates differences, listens effectively, takes time to meet and interact with others. Not only provides constructive feedback but also solicits and accepts. Supports othersin their work; helps address and respond to challenges, without removing responsibility.

Collaborates with Intent

Makes suggestions, volunteers assistance, offers resources and removes obstacles to help the group achieve goals. Leverages others' skills and gains support by asking for their ideas, opinions and participation. Shares important and relevant information and rationale with others, summarizing to check understanding.

Engages Others

Asks for others' ideas and builds on their ideas to reach mutually agreeable solutions. Seeks and respects alternative approaches and conflicting viewpoints to identify points of agreement. Empathizes with others concerns.

Focuses on Execution

Establishes challenging goals that are designed to deliver exceptional business results. Tracks and broadcasts progress and accomplishments. Works tenaciously to overcome obstacles and meet or exceed goals.

Strives for Excellence

Establishes criteria and/or work procedures to achieve a high level of quality, productivity and service. Dedicates required time and energy to assignments or tasks to ensure that no aspect of the work is neglected. Accepts responsibility for outcomes (positive or negative) and admits mistakes, refocusing efforts when appropriate.