Analyst

• Responsible for tactical schedule management to maximize staffing resources and achieve service level objectives within Verint and Omni-channel platform (i.e. phone, chat, email) while limiting staffing expenses
• Identify and proactively respond to intervals that require remediation tactics (e.g., adjusting schedules, canceling off phone activities, soliciting for extra hours, etc.) leveraging Verint software
• Develop and produce accurate long, medium, and short-range staffing forecasts; develop highly efficient agent schedules to deliver upon the forecasts; and effective management / utilization of the Verint Workforce Management Suite
• Perform all workforce management activities with a focus on long term forecasting and planning including financial budget planning, short-term intraday/intraweek resource assignment, and providing secondary assistance to real time management
• Review net staffing plans and facilitate schedule adjustments in workforce management tools to cover any projected gaps (OT, meeting, training, break optimization, etc.)
• Intraday management and response plan implementation to ensure schedule adherence; respond to unplanned calls, staffing, and handle time variances
• Daily schedule and activity maintenance within WFM scheduling and Automatic Call Distribution (ACD) software tools
• Provide Verint reporting and trend analysis and feedback to the WFM Forecasting Analyst to improve contact handle time and shrinkage forecasts
• Assist with daily, weekly, monthly, and ad-hoc reporting for management team, business partners, and key stakeholders
• Communicate daily with multiple lines of business to ensure active involvement in scheduling, tactical planning, and analysis activities
• Contribute to the exercise and expression of Christian Care Ministry’s Christian beliefs
• All other duties as assigned

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