Workforce Analyst - Call Center - Plano, TXPermanent
Texas, Plano - 75093Job Simplification
The announced job offer is made public by the firm: North Texas Tollway Authority and it was included in jobs list the date of: 2022-10-22 in the website greenenergyjobsonline.com.
It is announced that they have a job offer at the category of Array and the jobs location is in the state of Texas at the city Plano, in the country US - at this current ZipCode: 75093
The information residing in this page is not directly announced by our websites, we help users in the intent of finding the jobs they want and redirect them back to jobs8 for apropriate applying to any of the jobs listed on www.greenenergyjobsonline.com.
Job Overview
NTTA is a political subdivision of Texas created to acquire, construct, maintain and operate toll roads in North Texas. As a customer-driven organization, NTTA delivers a safe and reliable toll system for millions of customers each year in one of the fastest growing regions in the United States. NTTA is a vibrant organization with a highly qualified, energized and engaged team and we are looking for talented individuals to join us.
Schedule: Monday-Friday (8AM-6PM) - Must be flexible within the start times (8AM,8:30AM or 9AM) Rotating Saturdays
Pay: Could go up to $24.45/hr. based on direct experience + $500 Sign-On Bonus
Job Description:
The purpose of this position is to analyze business drivers, provide recommendations for short and long term attainment of service objectives, applying technical, statistical and analytical skills to maintain an efficient and accurate workload as well as staffing plans for the CSC Dept. This is accomplished by analyzing data, identifying trends, producing forecasts, staffing plans, schedules and reports for the Workforce Manager and the CSC Management staff. Ability to change tasks frequently and exacting detail analysis is imperative. Other duties include: administer the time off planning process, conduct research, and maintain the accuracy and effectiveness of the Workforce Optimization software applications, as well as all other daily workforce job functions.
Job Responsibilities:
Prepares short term and long-range forecasts of call volume, handle time, required staff and service level.
Ongoing capacity planning including evaluation of required vs. expected staffing, with recommendations for allocation and/or level changes of resources.
Serves as subject matter expert in call center workforce modeling, and responds to ongoing requests for staffing and service gap analysis.
Make regular presentations to senior leadership providing insights to past, current and future contact center demand, staffing and service factors, with actionable recommendations for continuous improvement.
Ensures contact center service levels are achieved by continuous monitoring of real-time agent handle time, attendance and adherence to schedules.
Prepares intraday reports on staff attendance.
Reconciles attendance daily with employee timesheets against schedule and time in/time out reporting.
Manages changes to scheduling to ensure adequate daily resource coverage.
Communicate with management and operations team to ensure compliance with company standards.
Maintain running report of attendance incidents.
Analyze time off request submissions and approve/deny based on their effect on operations.
Processes schedule trade requests for posted schedules.
Produces and maintains a set of accurate, timely, repeatable reports, quantifying and articulating contact center queue and agency performance across multiple dimensions.
Designs new reports as needed and/or in response to business changes.
Effectively communicates across the business, with staff at all levels using reports, written communication and presentations.
Processes management requests for modifications of scheduling events (meetings/training, etc.).
Use accuracy of schedule measurements for continuous improvement, including making recommendations to improve scheduling efficiency and team member satisfaction.
Provides analytical support for special projects.
Performs any other related duties as required or assigned.
Ability to cope with job related stress including but not limited to deadlines, customer, supervisory and staff interactions, multi-tasking and high work volumes is required.
Job Requirements:
Formal Education: Work requires knowledge of a specific vocational, administrative, or technical nature that may be obtained with six-months/one year of advanced study or training past the high school equivalency or equivalent experience. Junior college, vocational, business, and technical or correspondence schools are likely sources. Appropriate certification may be awarded upon satisfactory completion of advanced study or training.
Experience: Over one year up to and including three years.
Supervision: Job has no responsibility for the direction or supervision of others.
Human Collaboration Skills: Sound decisions regarding reallocation of resources to other areas when needed.
Freedom to Act: Receives Limited Direction: The employee normally performs the duty assignment according to his or her own judgment, requesting supervisory assistance only when necessary. The assignment may be reviewed upon completion. Performance is reviewed periodically.
Technical Skills: Skilled: Work requires a comprehensive, practical knowledge of workforce field with use of analytical judgment and decision-making abilities appropriate to the work environment of the organization.
Budget Responsibility: Prepares and collects data for budget documents; and does research to justify data.
Reading: Intermediate - Ability to read statistical reports. Ordinarily, such education is obtained in high school up to college. However, it may be obtained from experience and self-study.
Math: Intermediate - Ability to deal with system of real numbers; practical application of fractions, percentages and ratios/proportions. Ordinarily, such education is obtained in high school up to college. However, it may be obtained from experience and self-study.
Writing: Intermediate - Ability to write reports, prepare business letters or memos and summaries with proper format, punctuation, spelling, and grammar, using all parts of speech. Ordinarily, such education is obtained in high school up to college. However, it may be obtained from experience and self-study.
Certification & Other Requirements: None.
Hide
Job Type: Full-time
Pay: $16.57 - $24.45 per hour
Benefits:
401(k)
401(k) matching
Dental insurance
Employee discount
Health insurance
Life insurance
Paid time off
Paid training
Tuition reimbursement
Vision insurance
Schedule:
8 hour shift
Day shift
Monday to Friday
Ability to commute/relocate:
Plano, TX 75093: Reliably commute or planning to relocate before starting work (Required)
Education:
High school or equivalent (Required)
Experience:
Analysis skills: 1 year (Required)
Microsoft Excel: 3 years (Preferred)
Call center: 1 year (Preferred)
Work Location: One location
Schedule: Monday-Friday (8AM-6PM) - Must be flexible within the start times (8AM,8:30AM or 9AM) Rotating Saturdays
Pay: Could go up to $24.45/hr. based on direct experience + $500 Sign-On Bonus
Job Description:
The purpose of this position is to analyze business drivers, provide recommendations for short and long term attainment of service objectives, applying technical, statistical and analytical skills to maintain an efficient and accurate workload as well as staffing plans for the CSC Dept. This is accomplished by analyzing data, identifying trends, producing forecasts, staffing plans, schedules and reports for the Workforce Manager and the CSC Management staff. Ability to change tasks frequently and exacting detail analysis is imperative. Other duties include: administer the time off planning process, conduct research, and maintain the accuracy and effectiveness of the Workforce Optimization software applications, as well as all other daily workforce job functions.
Job Responsibilities:
Prepares short term and long-range forecasts of call volume, handle time, required staff and service level.
Ongoing capacity planning including evaluation of required vs. expected staffing, with recommendations for allocation and/or level changes of resources.
Serves as subject matter expert in call center workforce modeling, and responds to ongoing requests for staffing and service gap analysis.
Make regular presentations to senior leadership providing insights to past, current and future contact center demand, staffing and service factors, with actionable recommendations for continuous improvement.
Ensures contact center service levels are achieved by continuous monitoring of real-time agent handle time, attendance and adherence to schedules.
Prepares intraday reports on staff attendance.
Reconciles attendance daily with employee timesheets against schedule and time in/time out reporting.
Manages changes to scheduling to ensure adequate daily resource coverage.
Communicate with management and operations team to ensure compliance with company standards.
Maintain running report of attendance incidents.
Analyze time off request submissions and approve/deny based on their effect on operations.
Processes schedule trade requests for posted schedules.
Produces and maintains a set of accurate, timely, repeatable reports, quantifying and articulating contact center queue and agency performance across multiple dimensions.
Designs new reports as needed and/or in response to business changes.
Effectively communicates across the business, with staff at all levels using reports, written communication and presentations.
Processes management requests for modifications of scheduling events (meetings/training, etc.).
Use accuracy of schedule measurements for continuous improvement, including making recommendations to improve scheduling efficiency and team member satisfaction.
Provides analytical support for special projects.
Performs any other related duties as required or assigned.
Ability to cope with job related stress including but not limited to deadlines, customer, supervisory and staff interactions, multi-tasking and high work volumes is required.
Job Requirements:
Formal Education: Work requires knowledge of a specific vocational, administrative, or technical nature that may be obtained with six-months/one year of advanced study or training past the high school equivalency or equivalent experience. Junior college, vocational, business, and technical or correspondence schools are likely sources. Appropriate certification may be awarded upon satisfactory completion of advanced study or training.
Experience: Over one year up to and including three years.
Supervision: Job has no responsibility for the direction or supervision of others.
Human Collaboration Skills: Sound decisions regarding reallocation of resources to other areas when needed.
Freedom to Act: Receives Limited Direction: The employee normally performs the duty assignment according to his or her own judgment, requesting supervisory assistance only when necessary. The assignment may be reviewed upon completion. Performance is reviewed periodically.
Technical Skills: Skilled: Work requires a comprehensive, practical knowledge of workforce field with use of analytical judgment and decision-making abilities appropriate to the work environment of the organization.
Budget Responsibility: Prepares and collects data for budget documents; and does research to justify data.
Reading: Intermediate - Ability to read statistical reports. Ordinarily, such education is obtained in high school up to college. However, it may be obtained from experience and self-study.
Math: Intermediate - Ability to deal with system of real numbers; practical application of fractions, percentages and ratios/proportions. Ordinarily, such education is obtained in high school up to college. However, it may be obtained from experience and self-study.
Writing: Intermediate - Ability to write reports, prepare business letters or memos and summaries with proper format, punctuation, spelling, and grammar, using all parts of speech. Ordinarily, such education is obtained in high school up to college. However, it may be obtained from experience and self-study.
Certification & Other Requirements: None.
Hide
Job Type: Full-time
Pay: $16.57 - $24.45 per hour
Benefits:
401(k)
401(k) matching
Dental insurance
Employee discount
Health insurance
Life insurance
Paid time off
Paid training
Tuition reimbursement
Vision insurance
Schedule:
8 hour shift
Day shift
Monday to Friday
Ability to commute/relocate:
Plano, TX 75093: Reliably commute or planning to relocate before starting work (Required)
Education:
High school or equivalent (Required)
Experience:
Analysis skills: 1 year (Required)
Microsoft Excel: 3 years (Preferred)
Call center: 1 year (Preferred)
Work Location: One location
Employer Overview
North Texas Tollway Authority
Texas, Plano - 75093- Agency