Sr Workforce Management Analyst

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General Information

Job Posting ID 3650237 Creation Date Jan 07, 2019
Employer Posting No 35364830 Closing Date Feb 13, 2019
Job Site Address WACO, Texas 76712 Employer Type Private Sector
Openings 1

Job Description

Sr Workforce Management Analyst- ATM-JR000155

Description

This position can be filled in Dallas LC Amarillo CCC or Waco CCC.

THIS JOB DESCRIPTION DOES NOT ATTEMPT TO LIST ALL OF THE DUTIES THAT ARE OR MAY BE PERFORMED IN THIS POSITION.

1. Examines the effectiveness of current and newly created routing strategies. Thoroughly analyzes current routing techniques target agent groups Skills Based Routing call type prediction and repeat callers. Closely monitors the implementation of newly created or changed call routing strategies and the impacts to the business. (30%)

2. Prepares and creates necessary reports to ensure contact center goals and objectives are accomplished. Provides technical direction support and guidance to internal customers as needed in reporting. Monitors and addresses contact center performance metrics including first call resolution customer experience and average speed of answer. (20%)

3. Serves as a subject matter expert and works with contact center management and leadership to support the contact center as well as adhere to departmental standards and goals to ensure consistent business goals are achieved. Serves as a mentor or coach to other Workforce Management Analysts. (15%)

4. Identifies and implements new call routing methods strategies and opportunities. Develops and recommends routing changes and process improvements to refine operational effectiveness and improve service quality and efficiency. (15%)

5. Administers software utilized to optimize contact center operations including the workforce management system call routing systems Real-Time adherence Virtual Hold and reporting systems. (10%)

6. Performs duties of a Workforce Management Analyst when necessary. Utilizes forecasting tools to assist with analyzing real time staffing requirements needed to meet service level objectives including offering of overtime and voluntary time off. Responsible for daily analysis of call volumes monitoring contact center performance goals and adjusting staff resources to meet inbound demands. (10%)

Job: Customer Service
Schedule: Full-time
Primary Location: Texas-Waco

Work Locations:
ATM-Waco-CCC
1400 W Loop 340
Waco 76712
Organization: ATM-CSO-Customer Contact Center [1212]

Opening Date (Period for Applying) - External: Jan 4, 2019, 12:00:00 AM


Atmos Energy is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, disability, or veteran status.

Supervisory Experience Required No
Shift Days (First) Duration Regular
Workweek Full Time
Veterans Only No
Federal Contractor Yes
Eagle Ford Shale Job No
Is this job related to Hurricane Harvey Clean-up/Restoration? No

Job Requirements

Occupation Managers, All Other
Minimum Experience and Education  0 yrs   0 mos and High School Diploma/GED


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Job Title Sr Workforce Management Analyst
35364830
State Agency Name ATMOS ENERGY CORPORATION
Job Closing Date Feb 13, 2019
Open Until Filled No

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