Offer summary

Qualifications:

Bachelor’s degree in Mathematics, Business Studies, Business Administration, or Human Resources, or equivalent experience., 1-3 years of call center experience is required., In-depth knowledge of Workforce Management activities and terminologies is essential., Proficiency in Excel and experience with workforce management software is necessary..

Key responsabilities:

Create and optimize staff schedules based on performance data and customer feedback.

Serve as the primary point of contact for workforce management policies and issues.

Prepare workforce analysis reports to inform company leadership on staffing and resource allocation.

Ensure accurate recording of employee time and manage call forecasting and agent scheduling.

Job description

About Influx

Influx provides 24/7 on-demand customer support service. Our head office is in Melbourne, Australia, and we have 1000+ staff members located around the globe. We were founded in 2013 and have been growing since!

Learn more about us at www.influx.com

About the Role

As a Workforce Analyst, your responsibilities encompass creating and optimizing staff schedules, collecting staff performance data and customer feedback data, reviewing and analyzing relevant data to identify problem areas, and preparing workforce analysis reports for company leadership to inform their policies and decision-making processes. Your work helps determine the allocation of staff and resources as well as recruitment and professional development strategies

Essential Duties

Serve as the primary point of contact on workforce management policies
Serve as subject-matter expert on workforce optimization issues
Ensure service level targets are met, maintain the right headcount, and calculate call capacity
Responsible for the maintenance of scheduling software
Responsible for reporting data management activities around employee scheduling and forecasts
Improve processes and increase efficiency of operations by recommending necessary changes
Undertake majority of call forecasting and agent scheduling for the contact center
Ensure employees’ time is accurately recorded by reviewing every timecard in the company software
Undertake the review and record of time worked against the proper job task code when an employee works overtime within a different cost center

Requirements for the role

Bachelor’s degree in Mathematics, Business Studies, Business Administration, or Human Resources, or equivalent, combined with 1-3 years of call center experience
In-depth knowledge of Workforce Management activities & terminologies
knowledge or relevant experience in forecasting, planning, and scheduling calls or contacts or work volumes and staff, ensuring optimal performance.
Ability to summarize, visualize, and present data
Knowledge of key call center metrics, including expected occupancy, utilization, service levels, handle time, abandonment rate, and ASA. They must also possess benchmarking and trending experience
knowledge working with Excel sheets, Looker Studio, eWFM, Siebel, Blue Pumpkin, IEX, TCS, Oracle, and I3 software (Interactive Intelligence) or any other workforce management software used to manage schedules, workflow, and statistical data

IMPORTANT NOTES:

Influx never asks candidates to make any payment throughout the entire recruitment process.
Successful candidates will be contacted only through email ending with @influx.com.

If this sounds like you or someone you know, the application link is below! Apply now!

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