Analyst II-Customer Service at Windstream (Atlanta, GA)

| Atlanta, GA
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Job DescriptionJob ID:22001857

"Windstream is considered an essential business and we are HIRING NOW. As our company responds to COVID-19, the safety and well-being of our employees, customers, partners and communities is our top priority.

About the Role:

The Analyst II-Workforce Management (WFM) will support specific Lines of Business (LOB) from a WFM perspective, and will be responsible for developing, analyzing, and maintaining call volume and workload forecasts, will provide staffing and schedule plans needed to meet service level and performance objectives based upon those forecasts, and will work with the LOB owners to understand organizational goals and objectives and develop plans to meet those objectives. The Analyst II- WFM will carefully monitor and measure the results of the plan, and will provide feedback and recommendations to optimize performance.

What You'll Do:

  • Collect and analyze historical data by call type
  • Identify, evaluate and act upon trending patterns
  • Prepare accurate call volume and workload forecasts
  • Design and implement schedules to support forecasts
  • Prepare staffing, new hire, and attrition models to support each LOB objectives
  • Determine optimal work schedules, including the coordination of departmental meetings, training sessions, and other off phone activities
  • Forecast and schedule all Shrink factors and activities, to include both at work and away from work shrink
  • Coordinate scheduling and reporting of employee Paid Time Off
  • Provide annual vacation bid by center and LOB
  • Analyze and report agent utilization, performance, and adherence to maximize effectiveness
  • Provide Intraday Performance forecasts to compare with actual results
  • Provide Daily and Weekly "Game Plans" to properly level set expected actions and forecasted performance
  • Analyze actual to forecast variances, and determine root cause of variance and recommendations for correction/improvement with the end result to meet performance objectives
  • Analyze and evaluate with the LOB to determine the appropriate performance metrics: Service Level, Average Speed of Answer, Abandonment goals, Average Handle Time, etc.
  • Planning for both Long Term (Strategic and budgetary) and Short Term (tactical) forecasting and staffing scenarios
  • Ad hoc scenario runs and evaluations
  • Analyze and report Key Performance Indicator ranking, outlier, and correlation designed to improve the overall performance of the LOB
  • Utilize and maintain WFM tools and software, and compile all data to include normalization and documentation of any anomalies (Impact 360/Verint preferred)
  • Work with other members of WFM team to back-up other Lines of Business, and assist with big ticket items (Shift Bids, Vacation, etc)
  • Work with the Call Center Technology and Reporting Teams to provide LOB owners with recommendations and best practices
  • Assist in creating WFM Processes and Procedures, and aid in their evolution and development of best practices
  • Other duties as required or assigned

Do You Have?

  • 2 to 5 years of Contact Center Experience with proficient and working knowledge of Call Center Operations, technology, strategies, and techniques
  • Demonstrated strong analytical skills
  • Ability and willingness to learn new software applications
  • Demonstrated complex problem solving, critical thinking, and decision making skills
  • Highly organized, excellent time management skills, and detail oriented, with an emphasis on accuracy, timeliness, and dependability
  • Ability to work independently with minimal supervision, as well as with others in a team environment to provide peer assistance, review and feedback
  • Excellent communication skills, both written and verbal, with a wide range of recipients: co-workers, LOB owners, agents, and outside vendors as examples
  • Microsoft Office proficiency, especially Excel (minimum intermediate level)
  • Ability to work a flexible schedule, including nights and weekends, as the business requires

Our Benefits:

  • Medical, Dental, Vision Insurance Plans
  • 401K Plan
  • Health & Flexible Savings Account
  • Life and AD&D, Spousal Life, Child Life Insurance Plans
  • Educational Assistance Plan
  • Identity Theft, Legal, Auto & Home and Pet Insurance
  • [ Link Removed ]

About US:

Windstream Holdings, is a leading provider of advanced network communications and technology solutions for consumers, small businesses, enterprise organizations and carrier partners across the U.S.
Job Requirements
Minimum Requirements:

College degree and 3-5 years professional level experience with 0-1 year supervisory experience for supervisory roles; or 7 years professional level related experience with 0-1 year supervisory experience for supervisory roles; or an equivalent combination of education and professional level related experience required.

EEO Statement:Windstream is an equal opportunity employer. At Windstream, we celebrate the authenticity and uniqueness of our people and their ideas. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, genetic information, protected veteran status, current military status, disability, sexual orientation, gender identity, marital status, creed, citizenship status, or any other status protected by law, and to give full consideration to qualified disabled individuals and protected veterans. The diverse voices of our employees fuel our innovation and our inclusive culture. Employment at Windstream is subject to post offer, pre-employment drug testing.
More Information on Windstream
Windstream operates in the Cybersecurity industry. The company is located in Little Rock, AR. Windstream was founded in 2006. It has 10337 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability Insurance, Dental Benefits, Vision Benefits, Health Insurance Benefits and Life Insurance. To see all 36 open jobs at Windstream, click here.
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