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| POSITION DESCRIPTION | AUSTRALIAN GENERAL INDUSTRY NOVEMBER 2008 |
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Workforce Analyst |
| Position Code: | 1769 | | Career Level: | 3 |
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Responsible for
Monitoring, analysing and ensuring that the organisation's call centre operations are efficient and cost effective. |
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Reports To
Call Centre Operations Manager. |
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Supervises
No supervisory responsibilities. |
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Main Activities
Developing staffing rosters that ensure call centre staff are scheduled for maximum efficiency to meet the organisation's demand.
Ensuring that all rosters and schedules are created in line with accurate traffic profiles including historical and current call volume data, program and operational requirements and capacity plans.
Conducting ongoing monitoring of queue operations, responding in consultation with Team Leaders/Managers to variances in cost effective ways and in accordance with volume related KPIs and service quality standards.
Advising Team Leaders/Managers of the most cost effective use of leave without pay, overtime and other flexible staffing options to balance resource demands.
Resolving issues and making recommendations to ensure the profitability, productivity and overall success of any program in a timely and cost effective manner. Escalating more complex issues to the Call Centre Operations Manager.
Analysing inbound and outbound operations/programs for the provision of daily, weekly and monthly reports and recommendations for management.
Providing recommendations to management in pursuit of continuously improving effectiveness and efficiencies of program operations.
Analysing and providing solutions to support the business to address non-productive time.
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Key Skills
Excellent working knowledge of call centre operations, metrics and related technology.
High level of mathematical, statistical and analytical skills.
Excellent communication skills.
Excellent planning and time management skills.
Ability to problem solve through selection of appropriate techniques, procedures and information to achieve effective resolution.
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Internal Contacts
Customer Service & Support, Sales & Marketing. |
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| External Contacts |
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Typical Experience
3 - 4+ years experience in a customer service environment. |
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