If you're looking to support a Payment Solutions Center, from a workforce management perspective, you have found the right place.  The Workforce Management team provides workforce products, technologies, scheduling, forecasting and real time support for the Payments Solution Center contact centers.

 

As a Workforce Analyst in Payments, you will be responsible for the real time monitoring of day-to-day service levels for multiple Lines of Business' as well as aligning business resources (our employee schedules) to ensure the line of business achieves key performance standards while maintaining the highest level of service to our call-center specialists.  

 

Job responsibilities

Provide service level oversight through real time monitoring of service levels, ensuring that service level strategies across sites/queues/business functions are complimentary and support overall business strategyIdentify need to increase or decrease off-phone time and employee movement in order to optimize service levels, communicate changes to call center management, and then implement changes as requiredPlan and influence the participation of all off-phone activities for specialist meetings, coaching, and department initiatives.Maintain real time schedules and complete real time analysisComplete real time segment entry of incoming requests within predefined guidelines that require analysis of service levelTier 1 troubleshooting for business interruption and escalation as appropriatePerform root cause and trending analysis using historical performance of knowledge groups to identify areas of opportunity and make strategic recommendationsRequired qualifications, capabilities, and skills4+ years experience working in large call center, multi-site, or similar environments2+ years experience in a workforce management roleAdvanced knowledge of Call Center Operations, Contact Center Metrics, and Workforce Planning practicesExcellent written and oral communication skillsStrength in quantitative analysis, critical thinking, problem solving, and innovationHighly detail oriented, ability to work on multiple projects/tasks simultaneously, manage time, and prioritize to complete a project/taskComfortable with a fluid business environment, changing job priorities, and working with people at a variety of levels internally and externally with the ability to work independently and/or in a groupDemonstrated ability to establish productive working relationships with internal stakeholders, with a focus on driving mutually beneficial outcomesExperience in using problem-solving techniques to identify and resolve issues, with a focus on improving operational efficiencyPreferred qualifications, capabilities, and skillsHigh proficiency in using MS Excel, Alteryx, Tableau reporting Experience with collaboration, communication, and presentation skills Flexibility with work schedule to accommodate business needsProficient in driving continuous and process improvement initiatives to ensure high-quality client experiencesWork ScheduleMonday Friday; 11am-8pm