Fidelity Life/Efinancial

  • Workforce Optimization Analyst

    Location US-IL-Chicago
    Job ID
    2018-1762
  • Overview

    The Workforce Optimization Analyst is responsible for successfully overseeing our predictive dialer initiatives, workforce and lead management.  The Workforce Optimization Analyst is a hands-on opportunity to provide real time solutions for call center workforce scheduling and forecasting, dialer lead management, and historical trend analysis.  The Workforce Optimization Analyst will partner cross functionally to ensure efficiencies and targets are being met.  Our ideal Workforce Optimization Analyst will demonstrate expertise in reporting, systems optimization, communication, readiness and flexibility.

     

    The Workforce Optimization Analyst is a growth opportunity and eFinancial will be sending the selected individual for extensive training on our i3 dialer platform.  The Workforce Optimization Analyst will report to the VP of Sales.

      

    Responsibilities

    • Develop and manage optimal Dialer plans based on fact-based rules and performance analytics
    • Identify, assess and proactively implement automation and process improvement to increase Dialer efficiencies and effectiveness
    • Actively manage Call Center Dialing Software
    • Monitor real-time queue reporting, splits and agent schedules
    • Collaborate with supervisors to identify and track workforce forecasting, scheduling, and load balancing for call activities, optimizing service and quality levels while ensuring most efficient use of resources
    • Maintain high availability to Sales Managers and Leadership team throughout the day in order to address call center dialing software issues and performances tuning
    • Analyze trends in call volume and attendance to understand and plan for potential overstaffing/understaffing conditions. Adjust workforce requirements based on changing/dynamic forecasts; re-forecast when necessary
    • Act as point-of-contact for Production, Product Support and Telecom for technology and facility issues affecting call center and support operations
    • Create and maintain real-time, historic and custom reports (e.g., planned/unplanned shrinkage, adherence, occupancy, etc.)
    • Manage ad-hoc requests in a timely manner while maintaining a high degree of accuracy in reporting
    • Assist with creating policies and procedures to standardize specific Workforce management functions and processes
    • Work with the Analytics Manager and VP of Sales to determine appropriate staffing levels based on input parameters
    • Monitor workforce activities/production throughout the day and address individual staff issues as needed such as attendance and work ethic

     

     

     

    Qualifications

    • 1-3 years of experience with dialer management platforms/software; Interactive Intelligence, Inc. (ICBM and Admin version 6.4 or later) or similar predictive dialer system (Certification a plus)
    • Proven ability to assimilate multiple data points to make timely and actionable decisions
    • Ability to work under pressure and maintain a sense of calm and good business judgment
    • Demonstrated track record in identifying and implementing process improvement
    • Experience working with call center-based business model
    • Ability to work both independently and as part of a team
    • Capacity to focus and concentrate for extended time periods  
    • Advanced mathematical skills
    • SQL server experience
    • Familiarity with TCPA regulations
    • Knowledge of Insurance business process is optional but preferred

    Education/Experience

    • Bachelor's degree (B. A.) from four-year College or university or equivalent experience

    Technical Skills

    • Expert experience in Excel with an ability to manipulate data quickly to answer business questions and research business problems
    • Experience in the following areas preferred: Call Center Software
      • MS SQL SMS
      • TIBCO Spotfire

    EEOC/Other

    eFinancial is an equal opportunity employer and supports a diverse workplace. As an eFinancial employee, you will be eligible for Medical and Dental Insurance, Health Savings Accounts, Flexible Spending Accounts (Health, Dependent Care & Transit), Vision Care, 401(K), Short-term and Long-term Disability, Life and AD&D coverages.

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