Workforce AnalystPrimary Location Effingham, Illinois Job ID R103426 Apply
The Workforce (WF) Analyst is responsible for analyzing call volume and workload trends and patterns of the Engagement Center to provide appropriate staffing levels that facilitate the ability of the Engagement Center to meet the department goals. The WF Analyst works closely with Support Team Managers to provide the trend analysis and recommendations.
To perform this job successfully, an employee must be able to perform each essential function satisfactorily, with or without reasonable accommodation. To request a reasonable accommodation, notify Human Resources or the manager who oversees the position.
Strategy and Planning
Analyze past call volume and staffing patterns to create staffing schedules for all support teams to ensure service level goals are met
Review forecasting and staff planning with management team, recommend adjustments where necessary
Oversee all Real-Time and Intra-Day activities to ensure workloads and staffing levels are sufficient to meet the operational goals and customer expectations
Monitor scheduling adjustments made by department managers to ensure accuracy and validity of data
Enters all new employee information relevant to scheduling or inactivates terminated employee information
Provides training and system support to users of the application
Present complex ideas for a broad audience
Assist with special projects
High School Diploma or equivalent
Proven problem-solving capabilities and analytical skills
Requires excellent verbal and written communication skills
Requires a consistent, positive attitude and respect for high quality standards
Familiar with Microsoft Office suite
Requires the ability to make quick, sound judgments
Excellent multi-tasking and organizational skills
Committed to being a team player
Requires the ability to recall numerous guidelines and procedures, absorb new ideas & concepts
Previous experience with Workforce Management and Contact Center environment
Ability to present ideas in business-friendly and user-friendly language
Highly self-motivated and directed
Operating a computer or other office devices for the majority of the workday
May occasionally need to move packages up to 10 pounds such as office supplies or equipment
Must be able to communicate with others in person, over the phone, and in writing
Must be able to understand and effectively exchange accurate information with others such as coworkers, customers and vendors
Must be able to read and interpret various electronic and written documents
This position is in an office environment in which team members occupy desks in assigned areas or at meeting/collaboration spaces within the building. The building’s primary work areas consist of desks, chairs, computers and other office equipment and devices for professional services.
Travel and On-call
This position does not require travel, this position is not part of an on-call rotation.
Training and Development
Diversity and Inclusion
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We’re excited that you’re interested in joining Patterson Companies. We offer a wide range of opportunities, and the hiring process may vary based on position. Learn how to submit a job application, and the typical evaluation processes used at Patterson, click here(This link opens a PDF file).
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Be a part of a great organization with a special mission: to be the market leading dental and animal health company supplying technology, marketing, support and logistics to maximize customer success. We connect expertise to inspired ideas, products and services and create a relevant, memorable difference in the lives of our clients, customers and employees. To learn more about our Mission and Values click here.