Analyst, Customer Service-Workforce -… at TForce Freight · Richmond

The Workforce Analyst is responsible for workforce planning and management for the Customer Service operations. This position ensures optimal staffing levels are attained to meet the call center service demands. He/She coordinates with operations to schedule training and quality assurance activities and ensures compliance.

Job Responsibility:

• Monitor, analyze and respond to operational data to meet call center service goals
  • Call Volume Trends
  • KPI Trends/Analysis
  • Agent Skill Management
• Communicate service performance to all levels of management, noting exceptions and trends effecting results
• Process exceptions
• Coordinates with Customer Service Supervisors and the Quality group in scheduling CCR training to foster learning and development of job related skills
• Complete and provide various reports – give analysis as needed
• Complete Special Projects as needed
  • Research and Analysis
  • Reports: daily, weekly and monthly
  • Process Analysis and Innovation

Job Qualifications:

• Must have strong written and verbal communication skills
• Must be innovative, self-motivated and able to work with little supervision
• Must have strong working knowledge of Microsoft Word, Microsoft Excel and Microsoft Access
• Knowledge of Call Management Systems, and Scheduling Software
• Must have an outgoing personality, work well with others and be dependable
• Must be willing to work flexible hours on occasion to meet the needs of the business.

Required Education:

• Bachelor’s Degree