WindStream Communications Analyst II-Customer Service in Little Rock, Arkansas

Analyst II- WorkForce Management

Do you have what it takes to join our winning team? Because we're looking for top-notch employees at WIN. WIN is the term we like to use because it captures our spirit, our brand, and our passionate business approach (it's also our stock ticker symbol). WIN also encompasses our work family - the real winners - who embody this philosophy. Windstream is the FORTUNE 500 provider of choice for data, voice, network and cloud solutions including disaster recovery, managed services, networking, VoIP and more. Windstream also delivers broadband, digital phone and high-definition TV services to residential customers, primarily in rural areas. Windstream has more than $6 billion in annual revenues and is listed on the S&P 500 index. Windstream. Smart Solutions. Personalized service.

The Analyst II-WorkForce Management will support specific Lines of Business (LOB) from a WorkForce Management (WFM) perspective, and will be responsible for developing, analyzing, and maintaining call volume and workload forecasts, will provide staffing and schedule plans needed to meet service level and performance objectives based upon those forecasts, and will work with the LOB owners to understand organizational goals and objectives and develop plans to meet those objectives. The Analyst II- WFM will carefully monitor and measure the results of the plan, and will provide feedback and recommendations to optimize performance.

The Successful Candidate will demonstrate proficiency in the following areas:

  • Collect and analyze historical data by call type

  • Identify, evaluate and act upon trending patterns

  • Prepare accurate call volume and workload forecasts

  • Design and implement schedules to support forecasts

  • Prepare staffing, new hire, and attrition models to support each LOB objectives

  • Determine optimal work schedules, including the coordination of departmental meetings, training sessions, and other off phone activities

  • Forecast and schedule all Shrink factors and activities, to include both at work and away from work shrink

  • Coordinate scheduling and reporting of employee Paid Time Off

  • Provide annual vacation bid by center and LOB

  • Analyze and report agent utilization, performance, and adherence to maximize effectiveness

  • Provide Intraday Performance forecasts to compare with actual results

  • Provide Daily and Weekly “Game Plans” to properly level set expected actions and forecasted performance

  • Analyze actual to forecast variances, and determine root cause of variance and recommendations for correction/improvement with the end result to meet performance objectives

  • Analyze and evaluate with the LOB to determine the appropriate performance metrics: Service Level, Average Speed of Answer, Abandonment goals, Average Handle Time, etc.

  • Planning for both Long Term (Strategic and Budgetary) and Short Term (tactical) forecasting and staffing scenarios

  • Ad hoc scenario runs and evaluations

  • Analyze and report Key Performance Indicator ranking, outlier, and correlation designed to improve the overall performance of the LOB

  • Utilize and maintain WFM tools and software, and compile all data to include normalization and documentation of any anomalies (Impact 360/Verint preferred)

  • Work with other members of WFM team to back-up other Lines of Business, and assist with big ticket items (Shift Bids, Vacation, etc.)

  • Work with the Call Center Technology and Reporting Teams to provide LOB owners with recommendations and best practices

  • Assist in creating WFM Processes and Procedures, and aid in their evolution and development of best practices

  • Other duties as required or assigned

    Additional Job Qualifications

  • 2 to 5 years of Contact Center Experience with proficient and working knowledge of Call Center Operations, technology, strategies, and techniques

  • Demonstrated strong analytical skills

  • Ability and willingness to learn new software applications

  • Demonstrated complex problem solving, critical thinking, and decision making skills

  • Highly organized, excellent time management skills, and detail oriented, with an emphasis on accuracy, timeliness, and dependability

  • Ability to work independently with minimal supervision, as well as with others in a team environment to provide peer assistance, review and feedback

  • Excellent communication skills, both written and verbal, with a wide range of recipients: co-workers, LOB owners, agents, and outside vendors as examples

  • Ability to flourish in a fast paced and continually evolving environment

  • Microsoft Office proficiency, especially Excel (minimum intermediate level)

  • Ability to work a flexible schedule, including nights and weekends, as the business requires

    Desired Qualifications

  • A minimum of 2 years’ experience with Call Center WFM (Forecasting and Scheduling, with IntraDay Management proficiency) and 2 years’ experience in Call Center Operations

  • Proficient and working knowledge of Call Center Operations, Technology, and WFM principles, strategies, and techniques; experience with Verint/Impact 360 preferred

  • College degree and 1-3 years’ professional level experience, or 3 years professional level experience; or an equivalent combination of education and professional level related experience required

Minimum Requirements:

College degree and 2-4 years professional level experience; or 6 years professional level related experience; or an equivalent combination of education and professional level related experience required.

Job: *Customer Service

Title: Analyst II-Customer Service

Location: Arkansas-Little Rock

Requisition ID: 17000207

Other Locations: US-North Carolina-Charlotte