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Company Name : IGS Energy
Location : Ohio
Position : Workforce Analyst (Open to Remote)
Job Description : Workforce Analyst (Open to Remote)
Job Summary:
As a Workforce Analyst, you will support the Solutions Center through data analysis and in-house creation of reporting deliverables. This is accomplished through a unique collaborative partnership with all members of Solutions Center leadership. This position is remote eligible. To be eligible for a remote flexible work arrangement, the position requires an internet speed of at least 30 Mbps download to 5Mbps upload to qualify.
Primary Responsibilities:
Daily analysis of call volume, real time monitoring, planning, forecasting and staffing requirements for the department.
Utilize forecasting tools to assist with analyzing real time staffing requirements needed to meet service level objectives.
Analyze trends and key metrics to make recommendations to optimize call times and efficiency performance.
Collaborate & build relationships with Solutions Center Leadership to recommend processes in meeting the needs of the business while proactively recommending potential opportunities for optimal CX
Responsible for PTO Management & Attendance Tracking to ensure smooth operating for Solutions Center & Specialists
Prepare necessary reports to support Solutions Center goals and objectives.
Administer, maintain, and update Workforce Management software.
Perform other duties and assignments as directed.
Required Skills:
Strong mathematical, analytical, problem solving, and attention to detail
Skilled in Workforce Management terminology and processes
Must be self-directed, have initiative and critical thinking skills, to manage numerous projects and tasks simultaneously.
Knowledge of Customer Service fundamentals, strong business acumen, and practical expertise.
Technical skills including Microsoft Windows applications & WFM Software
Minimum Education and Experience:
High school diploma or equivalent – college degree preferred
Strong understanding & experience with Microsoft Office Suite, specifically with Excel, Word, Outlook, and PowerPoint
2+ years’ experience in a WFM role
Experience with scheduling, forecasting, and workforce management software desired.
Work schedule Monday – Friday 9am-6pm, flexibility required periodically
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At this time, IGS Energy is hiring people in the following states:
Alabama, Arizona, Arkansas, California, Colorado, Connecticut, Delaware, Florida, Georgia, Illinois, Indiana, Iowa, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Nebraska, Nevada, New Hampshire, New Jersey, North Carolina, Ohio, Oklahoma, Pennsylvania, South Carolina, South Dakota, Tennessee, Texas, Virginia, Washington (State), West Virginia, Wisconsin, and Wyoming.
If your state is not listed, but you are imminently moving to a state where we are hiring, please apply. You will receive instructions once your application is submitted.
This post is listed Under Ohio jobs
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