- Own call volume forecast and staffing requirements based on historical data, trends, and business needs.
- Manage and maintain accurate staffing schedules to ensure optimal coverage and service level targets are met.
- Monitor real-time adherence to schedules and make necessary adjustments to optimize productivity.
- Analyze call center data and provide insights to identify opportunities for improving operational efficiency and performance.
- Collaborate with call center managers and supervisors to identify and address staffing gaps and operational challenges.
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- Conduct regular evaluations of forecasting models, workforce management processes, and scheduling methodologies to drive continuous improvement.
- Stay updated with industry trends and best practices in workforce management to enhance overall call center performance.
- 5+ years in workforce management analytics role
- Advanced Excel- building forecast
- Knowledge of incontact/NICE, data manipulation/forecasting/modeling in excel.
- Benefits administration experience preferred.
- Bachelor's degree (B. A.) from four-year college or university; or equivalent relevant work experience.
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Workforce Initiatives and Analytics Manager - Remote, United States - bswift
Description
Want to be a bswifter?bswift's successful creation of an online benefits enrollment/administration system has provided a simple, intuitive, and engaging experience for both employers and their employees. Located in downtown Chicago, bswift offers software and services that streamline benefits, HR and payroll administration for employers and public and private exchanges nationwide. bswift's state-of-the-art cloud-based technology and outsourcing solutions significantly reduce administrative costs and time-consuming paperwork, making life easier for administrators and millions of consumers who manage their benefits with bswift.
We're looking for motivated and goal-driven team members who can do what it takes to make a company great. The reward is a fun, flexible and creative environment with ample opportunity for professional and personal growth. If you love the bswift values of pursue excellence, embrace accountability, deliver superior service, and be a great place to work, we want to hear from you
Job Summary:
The Workforce Initiative Manager is responsible for budgeting, forecasting, skilling, productivity, and efficiencies of Customer Service Representatives in our Service Center. This role will analyze data to able to identify areas of opportunity, productivity growth, savings, and process improvements.
Day to day:
Qualifications
Education:
Standard working hours are 8am-5pm Central Time, unless otherwise stated in the Job Description.
In the spirit of pay transparency, we are excited to share the base salary range for this position is $110,000-$120,000 exclusive of fringe benefits or potential bonuses. If you are hired at bswift, your final base salary compensation will be determined based on factors such as geographic location, skills, education, and/or experience. In addition to those factors – we believe in the importance of pay equity and consider internal equity of our current team members as a part of any final offer. Please keep in mind that the range mentioned above is the full base salary range for the role. Hiring at the maximum of the range would not be typical in order to allow for future & continued salary growth. We also offer a generous compensation and benefits package
bswift is an equal opportunity/affirmative action employer.At bswift, our values are Pursue Excellence, Embrace Accountability, Deliver Superior Service, and Be A Great Place To Work. We pride ourselves on having an engaged, friendly and smart team that goes the extra mile to get the job done right. The reward is a fun, flexible and creative environment with ample opportunity for professional and personal growth.
bswift was named one of Chicago's Best and Brightest Companies to Work For in 2014, 2015, 2016, 2017, 2018, 2019, 2020 and 2021, as well as one of the Nation's Best and Brightest Companies to Work For in 2014, 2015, 2016, 2017, 2018, 2019, and 2020.
We are an equal opportunity and affirmative action employer. All qualified applicants will receive consideration for employment regardless of personal characteristics or status. We take affirmative action to recruit, select and develop women, people of color, veterans and individuals with disabilities.
If you have what it takes to join our award-winning culture, we'd love to hear from you
Workforce Initiatives and Analytics Manager professionals in Remote
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Mimi Akong
Project Manager
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DORIANT KAMSU
BILINGUAL SALE SUPPORT SPECIALIST FRENCH /ENGLISH