Generates reports for internal and external clients to meet contractual and regulatory standards.
Analyzes trends in key performance metrics and provide insight to program leaders on patterns, outliers, and opportunities to improve performance.
Acts as reporting subject matter expert for extracting and interpreting data from critical systems such as CRMs and telephony.
Applies workforce management tools to forecast work volumes, schedule staff to adequately cover lines, and monitor agent adherence and utilization.
Maintains knowledge of all phone and non-phone tasks and provide direction to agents and management to support service level and abandonment rate goals.
Acts as liaison between operations, technical operations, and client teams by troubleshooting issues, submitting tickets, and providing guidance on contact center best practices.
Assists with training and support of software applications required for key workflow processes, such as call handlers and reporting tools.

Bachelor's degree or equivalent and relevant formal academic / vocational qualification
Previous experience that provides the knowledge, skills, and abilities to perform the job (comparable to 0-2 years)
Knowledge of organizational skills
Strong attention to detail
Time management skills and the ability to multi-task
Effective verbal and written communication skills
Excellent English language skills (comprehension, speaking, reading and writing) must be demonstrated
Workforce management expertise, Genesys Cloud experience is a plus

Ability to access and use a variety of computer software developed both in-house and off-the-shelf
Ability to communicate information and ideas of others will understand; with the ability to listen to and understand information and ideas presented through spoken words and sentences
Frequently interacts with others to acquire or relate information to diverse groups.
Works independently with little guidance or reliance on oral or written instructions and plans work schedules to meet goals.
Requires multiple periods of driven concentration
Constant interaction with clients/associates required
Daily exposure to high pressure, intense concentration needed
Rotating shifts may be required and the primary operation supports US business hours

Workforce Analytics Specialist I

Key skills