Note: The job is a remote job and is open to candidates in USA. The US Oncology Network is looking for a Contact Center Staffing Analyst to join their team at Texas Oncology. This role involves providing workforce intra-day support, analytics, reporting, and scheduling support to the Contact Center Operations organization.
Responsibilities
- Actively monitor intra-day queue activity for agent availability, contact load, and agent skill balance. Coordinate with contact center business leaders to adjust staff work and other assignments as necessary
- Generate routine contact center performance reports; provide contextual information and analysis in support of quantitative results
- Utilize enterprise workforce management software tools to create work schedules for assigned work group
- Enter real-time exceptions into workforce management tracking system (absence, tardiness, trainings, meetings, etc.)
- Coordinate with other departments to manage and ensure required non-phone activities are properly prioritized within acceptable time frames
- Identify changes in contact volume and reallocate resources when workload requires, recommend real-time change and identify efficiency opportunities
- Assist with entering agents into workforce management system with on boarding and off boarding
- Add or remove skills as needed in some circumstances
Skills
- Bachelor's degree in a related field required
- Four years of overall work experience in a call center workforce management environment
- Previous experience with forecasting, scheduling, real-time adherence and intra-day queue management in a contact center, utilizing enterprise workforce management software (e.g., Aspect, Verint, NiCE, Pipkins, Calabrio)
- Must be familiar with ACD and/or CRM systems such as Cisco, Avaya, SAP, Salesforce, etc
- Intermediate to advanced MS Excel skills required
- Experience with office software, such as MS Outlook, MS Word, MS Teams or Skype, etc
- Strong verbal and written communication skills required
- Solid understanding of contact center metrics, and their dynamics, including service level, handle time, contact volume, force-to-load, etc
- Must demonstrate an ability to translate complex mathematical concepts of contact center into understandable, actionable business plans at all levels
- Very strong attention to detail required
- Must be able to work in a fast-paced, team-oriented environment
- Master's degree preferred
Benefits
- Medical, Dental, Vision, Life Insurance, Short-term and Long-term disability coverage
- A 401-k plan that comes with a company match
- A Wellness program that rewards you just for tracking your steps
- Tuition Reimbursement
- An Employee Assistance program
- Discounts on some of your favorite retailers
Company Overview