Analyst II, Workforce Analyst

FNBO is committed to the success of its employees and is seeking a Workforce Analyst to facilitate customer care forecasting and reporting. This role involves providing analysis on performance metrics, acting as a subject matter expert on the NICE Performance Management tool, and engaging with managers and agents to drive improvements in customer care performance.

Responsibilities

• Break out upcoming 90-day view from long term forecast by skill to determine appropriate business needs are met for resource allocation, customer and employee experience, and training
• Accountable for reporting needs and analysis of agent and skill performance to include - calls trends and behaviors, AHT, shrinkage categories and service performance at a partner/skill level
• Act as a subject matter expert on NICE Performance Management tool
• Stay up to date on workforce and performance trends across the industry
• Participate in conversation on new capability or configuration, bring forth ideas and best practices
• Engage early and often with all managers for best use and enablement of the tool
• Provide regular read out of trends and recommendations of focus areas for greatest improvements
• Provide recommendations to leadership for agent KPIs by understanding budget drivers to drive overall Customer Care performance
• Monitor performance drivers against business changes & develop models to improve overall business performance
• Identify opportunities and benefits offered through skills-based routing, demonstrating the benefit of proposed changes through testing scenarios. Identify and make recommendations to leaders. Proactively make changes within scope of role
• Provide guidance on service channels, performance within channels, performance in multiple channels and analysis of performance once executed
• Deliver effective & accurate reports detailing key performance indicators with commentary on what the data is showing and clearly state all assumptions applied
• Accountable for ongoing Performance Management dashboard development and manager education and support
• Complete financial unit cost analysis by agent, manager, director, skill and tenure

Skills

• High School Diploma or GED
• Expert in Microsoft Suite and data analysis tools
• Strong organizational and analytical skills and the ability to manage multiple deadlines is required
• Demonstrated effective time management skills
• Previous working experience, 1-3 years, in workforce management team within production or contact center environment
• High level of attention to detail and accuracy
• Previous experience in NICE CX One product suite

Benefits

• Medical, Dental, Vision Insurance
• 401k, With Matching Contributions
• Time Off Programs
• Health Savings Account (HSA)/Dependent Care
• Employee Banking
• Growth Opportunities
• Tuition Assistance
• Short-Term/Long-Term Disability Insurance

Company Overview