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Job Title: Workforce Analyst
(Hybrid)
Location:
US-GA-Atlanta (Sandy Springs)
FLSA
: Exempt #LI-Hybrid
Job Overview
:This position is responsible for the implementation of the talent and workforce planning tools and methodologies to identify the talent needed to support the business objectives of our Operations Contact Center. This includes workforce planning and knowledge retention program and processes. Follows process standards for addressing business needs, forecasting recruitment needs, profiling staffing availability, trending and analyzing data and analyzing labor costs to support managers in the decision making.
Also provides guidance on the process and format of the annual staffing plans.
Job Responsibilities:
- Attend weekly and daily staffing review meetings with management and forecast/scheduling team to present and review performance and risks for the appropriate period of time.
- Fill overtime and under time availability.
- Manage intraday staffing levels.
- Monitor real-time adherence alerts.
- Monitor real-time ACD agent work state reports.
- Manage call-in line.
- Approve discretionary activities to increase occupancy.
- Administration of intraday schedule changes.
- Communicate identified intraday risks to management.
- Provide adhoc and system-generated reports as required.
- Interface with varying levels within the organization.
- Perform other duties and assignments as directed.
The above statements are intended only to describe the general nature of the job and should not be construed as an all-inclusive list of position responsibilities.
Job Requirements:
- High School Diploma or equivalent combination of education and experience required. College degree preferred.
- Minimum of three years’ experience in customer call/claims center environment, two of the three years’ experience must be in the area of workforce management.
- Must be proficient in Windows and MS-Office Products including Excel, Word, and PowerPoint.
- Self-motivated and quick to take action.
- Strong mathematical, analytical, communication and organizational skills.
- Knowledge of call center fundamentals.
- Previous experience with Workforce Planning software, ACD reporting and administration.
#LI-Hybrid
Company Benefits:
- Medical, Dental, and Vision Insurance
- Flexible Spending Account
- Health Savings Account
- 401(k) Plan with Company Match
- Company-paid Short-Term and Long-Term Disability
- Company-paid Life Insurance
- Paid Holidays and Vacation
- Employee Referral Program
- Employee Assistance Program
- Wellness Programs
- Paid Community Service Opportunities
- Tuition Reimbursement
- Ongoing Training & Personal Development
- And More!
About Safe-Guard Products International:
Safe-Guard serves Original Equipment Manufacturers (OEMs), top retailers, and independent agents in the automotive finance and insurance industry with the leading Protection Products Platform. Our platform delivers innovative protection products and solutions that protect consumers from the perils of ownership, while providing Finance &Insurance professionals the tools to ignite scalable and sustainable business growth. Safe-Guard’s success is driven by over 850 employees, who serve more than 12,000 dealers and support contract holders across the U.S.
and Canada.For 30 years and counting, our team continues to transform the motor vehicle space, earning a stellar reputation from our partners and peers by providing: 1) the highest quality protection products in the industry, 2) a broad platform of branded product, technology, marketing, and training solutions, and 3) an unwavering commitment to uncomplicated care and customer service.Safe-Guard Products International is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to age, race, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, marital status, disability or protected veteran status, or any other status or characteristic protected by federal, state, or local law.
