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Workforce Management Analyst (Call Center)

Company: First American Payment Systems (CareerRookie)
Location: Fort Worth
Posted on: November 22, 2021

Job Description:

Help First American by Deluxe continue to be a leader in the payment processing industry by acting as a Workforce Management Analyst . This position is located at the Fort Worth Call Center and will be responsible for intra-day management of staffing, analyze statistical data, generate reporting, prepare forecasts, and create schedules to ensure staffing and service levels are met. The hours for this position are Monday through Friday from 9:30 a.m. to 6:00 p.m. Job Requirements:Responsibilities:

  • Analyze call center volumes and patterns to optimize staffing levels.
  • Schedule call center employees to ensure service levels are met.
  • Actively oversee intra-day management of staffing levels and allocate available resources as needed to ensure appropriate service levels and customer satisfaction.
  • Maintain confidential employee records, including employee records and performance metrics.
  • Ensure schedule adherence by utilizing real-time reporting, and report adherence exceptions to team supervisors.
  • Administer the process of permanent shift change requests and shift swaps.
  • Create short and long-term forecasts based on anticipated workload.
  • Compare actual results to forecasts on an intra-day, daily, weekly, monthly and annual basis.
  • Generate reports and graphs to identify and report trends.
  • Provide daily, weekly, and monthly statistical information to Call Center Management.
  • Review and approve time off requests to ensure proper coverage in all queues.
  • Serve as a first point of contact for employee call-ins and provide tracking data to the management staff.
  • Participate in the generation of monthly and holiday schedules as needed.
  • Assist with training the staff on Workforce Management policies and procedures.
  • Monitor daily, weekly and annual individual and team statistics to ensure departmental goals are met.
  • Monitor the various queues daily to ensure maximum efficiency.
  • Participate in projects related to call center technology upgrades and/or implementation of new platforms. Qualifications:
    • Prior experience in a workforce management role or IT support role required.
    • Associate degree or Bachelor---s degree preferred, or equivalent combination of education and experience
    • Excellent written and verbal communication skills.
    • Competently analyzes and prioritizes information and makes appropriate recommendations.
    • Pays attention to detail. Approaches work in a meticulous and thorough manner.
    • Experience with Verint, or other Workforce Management platforms, in a multi-skilled environment a plus.
    • Functional knowledge with Microsoft Office Products.
    • Ability to multi-task with little to no supervision and complete quality work on time. We recognize people as our most valuable asset. Our organization offers competitive pay, a benefits package that includes affordable medical, dental and vision insurance,--a generous paid time-off plan, paid holidays, matching 401K, tuition reimbursement and more!--We promote a culture of respect and work-life balance along with a casual and fun work environment. -- We provide free coffee and tea, a break room with big screen TV---s, a ping pong table and multiple gaming stations!--Our beautiful campus offers a scenic walking trail and outdoor seating for your enjoyment. If you are ready to work for a company that provides recognition, promotes growth and encourages longevity. Apply now! -- Deluxe is a federal government contractor, as well as a subcontractor to federal government contractors. As such, consistent with President Biden---s recent Executive Order, Deluxe has implemented a mandatory vaccination policy effective November 15, 2021, requiring COVID 19 vaccinations for all US new hires. We are adopting this policy to safeguard the health of our employees and their families, our customers and visitors and the community at large. For this position, candidates must be fully vaccinated or have been granted an exemption as an accommodation for a disability or a sincerely held religious belief. All disability and religious accommodation requests must be submitted to Employee Relations at the time of acceptance of an offer and prior to a candidate---s start date. -- First American by Deluxe is an Equal Opportunity / Affirmative Action employer: All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, disability, sex, age, ethnic or national origin, marital status, sexual orientation, gender identity or presentation, pregnancy, genetics, veteran status or any other status protected by state or federal law.EOE/Minorities/Females/Vet/Disability

Keywords: First American Payment Systems (CareerRookie), Fort Worth , Workforce Management Analyst (Call Center), Executive , Fort Worth, Texas

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