Now Hiring - VIA Metropolitan Transit - Call Center Analyst in San Antonio, TX

Full description of the position

JOB TITLE: Call Center Analyst

JOB GRADE: 10

DIVISION: Customer Relations and Sales

LEVEL IN ORGANIZATION: Non-Supervisory

FLSA STATUS: Non-Exempt

SAFETY STATUS: Non-Safety Sensitive

REPORTS TO: Manager of Customer Information

GENERAL DESCRIPTION OF WORK:

The Call Center Support Analyst will join the Customer Information and VIAtrans Reservation teams in a support role focused on optimizing the schedule creation and necessary shift replacements of the agents both teams. This position will review the current Inbound (OpenScape) call arrival patterns and proactively manage the schedule creation in a timely manner for both call centers. The Call Center Support Analyst will be able to identify opportunities to enhance individual agent efficiency and lead pilot programs that will allow VIA to cross utilize the Information Center Operators skill set to support peak volume with a shared resource solution. This position will be responsible for evolving the agency’s reporting tools and building accurate reporting capabilities to include the Complaints department, Reservations/Cancellations and Bus Information through Daily, Weekly and Monthly performance dashboards.

ESSENTIAL FUNCTIONS:

Strong command of workforce management methodologies as well as prior experience in a global customer service environment.

Oversee long and short-range workforce forecasting for call center operations and coordinate the use of shared resources that include the Field Information Representatives and shared resources

Analyze real-time workload requirements and contact routing to manage performance to service level requirements and maximize utilization of resources to meet targeted SLAs

Oversee and manage agent scheduling and intraday workforce management and reporting

Facilitate global team performance reviews with support leadership, provide thought leadership and develop metrics/tools to assist managers with day-to-day coaching of the team.

Engage with the broader organization to provide consultation and advice on special projects that impact the support workforce

Analyze real-time and historical contact center performance and volume drivers to identify opportunities to improve performance

Identify opportunities for improving support staffing, both dedicated and shared resources

Collect and summarize agent productivity, unaccounted time, and adherence, etc. data as well as call metrics data.

Track daily call volume, average handle time, wait times etc. and compare to scheduled personnel; ensuring Call Center is staffed correctly to meet service level expectations.

Update and maintain interval, daily, weekly, and monthly historical data.

Work with Supervisors to manage day-to-day operations by verifying call volume, call handle time, etc. throughout the day and adjusting breaks and lunches to ensure call center performance goals are met.

Identify and implement technology and tools for data-driven real-time staffing decisions

Administer the shift replacements needed to support PTO and other time off allowances for Call Center personnel.

Manages technology outages, reports back to IT POC’s and opens technology tickets based on process or direction.

This job description excludes marginal functions that are incidental to performing the job. Other duties may exist

EDUCATION AND EXPERIENCE:

Bachelor’s Degree in Business Management or related field and 3 or more years of professional experience as it relates to workforce planning, customer support, advanced skills using Microsoft excel in a business environment call center technology experience managing workflow systems/teams in a global, complex, multi-skill call center environment or equivalent combination of work experience and education.

ADDITIONAL REQUIREMENTS:

Team workload oversight experience in a fast-moving environment.

Excellent analytical skills and detailed knowledge of excel and experience with BI –tools.

Proven strong interpersonal and communication skills with the ability to communicate effectively to a wide range of constituencies in a diverse environment.

Advanced experience building and analyzing models using various statistical tools for forecasting and scheduling optimization (IEX, Aspect, Nice, Verint).

Superior written and verbal communication skills.

Must be able to work in a fast-paced environment, with frequently changing priorities.

Strong preference given to candidates who have used automated forecasting tools.

Strong preference given to candidates who have experience in WFM in a multiclient environment with a blended On-Premises and Remote workforce.

Advanced skills using Microsoft Excel in a business environment.

Must be able to prioritize and meet tight deadlines.

Analytical with attention to detail.

Must be able to maintain composure in critical situations and communicate clearly with both internal and external stakeholders.

Demonstrates high degree of ability to analyze data, using the data to drive decision making and implement effective resolutions.

Proven ability to build relationships quickly.

Must be able to maintain good work attendance.

Safety Accountability Statement:

- Employees must consider safety in all tasks performed, as well as demonstrate safe judgment and decisions that not only maintain their own safety; but that of fellow employees and customers.

- Demonstrate a professional commitment to assure compliance with all organizational policies, practices, and programs; related to safety, health, and system security.

- Employees have a responsibility to identify and report hazards, as well as potentially unsafe conditions, to your immediate supervisor or Safety Department.

- Employees are responsible, and required, to stop a job/task to prevent an unsafe incident or act from occurring. This acknowledges the threat of potential injury, property damage and the opportunity for better judgment to be used.

Must support and comply with VIA’s EEO policies and the Diversity Program.

PHYSICAL REQUIREMENTS:

Physical ability required to be mobile, bend, stoop, reach, and lift objects weighing 5-25 pounds such as files, supplies, equipment and large heavy reference manuals and books.

WORK ENVIRONMENT:

Work involves deadlines and multiple, often competing priorities.

Works in a normal office environment.

Frequent evening and weekend work required.

Job Type: Full-time

Pay: $5,408.00 - $7,441.00 per month

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Vision insurance

Schedule:

• 8 hour shift

Work Location: One location