Fast Facts

The Analyst II position involves generating staffing forecasts and schedules using Playvox in Jefferson City or Neosho, MO, with limited flexibility for remote work, while collaborating with operations for effective workforce management.

Responsibilities: Key responsibilities include creating staffing forecasts, monitoring performance metrics, communicating with management, and making staffing decisions based on workload demands.

Skills: Required skills include strong analytical abilities, proficiency in MS Office, and prior knowledge of Playvox and Salesforce, along with excellent communication and teamwork capabilities.

Qualifications: Preferred qualifications include advanced Excel skills, experience in a contact center, and the ability to handle confidential information.

Location: The job is primarily located in Jefferson City or Neosho, MO, with potential for some remote work.

Compensation: Not provided by employer. Typical compensation ranges for this position are between $60,000 - $80,000.

Job Description:

• Primarily office-based in Jefferson City, MO or Neosho, MO with some flexiblity for remote work.
• Use the Playvox forecasting and scheduling functionality to generate long- term and short-term staffing forecast reports and schedules.
• Communicate and share the forecast and schedules to operations, management, and other stakeholders in a timely manner.
• Gather forecast trending information and input from business and other functions, such as finance in a timely manner before forecasting and scheduling to adjust the variations and to improve the forecast and schedule accuracy.
• Plan ahead by reviewing historic (previous week and day level) information on performance metrics like Service Level Agreement (SLA), Average Handle Time (AHT), and Average Speed of Answer (ASA), etc. and decide on the course of action needed for the day and week to manage live and non-live contact workload in real-time.
• Monitor the supply vs demand in terms of available resources and allocate them based on incoming and backlog workloads. Identify staffing variations to make decisions on Overtime and Lack of Work and communicate to operations.
• Record communications on schedule variance, identify schedule adherence gaps and its impact on SLA, and communicate these to management as necessary.
• Monitor systems for ineffective staffing practices and bring it to the management’s notice for corrective/preventive measures.
• Monitor abandon rate, AHT, ASA, Occupancy, agent status, backlogs, and volume variance to meet SLA.
• Accountable for identifying efficiency and productivity concerns and actively collaborating with operations in real time. Observe the Playvox and Salesforce systems and alert management team of any deviations, follow up with corrective actions, and escalate if necessary.
• Recognize and respond promptly to changes in incoming work patterns and improve utilization by proactively managing agent skillsets and work allocation.
• Make staffing decisions on allocating time for trainings and meetings based on availability, need, and priority.
• Other duties as assigned.

Qualifications

• Driven by curiosity to understand complex problems and find innovative approaches
• Strong analytical skills
• Excellent communication and strong teamwork skills
• Ability to read and interpret forecast, schedule, and staffing reports.
• Must have the ability to handle confidential information.
• Proven proficiency with MS Office Tools (e.g. Word, Excel, Outlook, Teams, etc.).
• Prior experience with Playvox and Salesforce ServiceCloud or other workforce management systems preferred
• Advanced Excel skills with the ability to understand data in terms of target variation, SLA (Service Level Agreement) metric trending, plot and read graphs to identify anomalies and recognize patterns.
• Strong mathematical background a plus
• Ability to capture real-time information on SLA (Service Level Agreement) failures and deep dive into data as needed to support management with decision-making process.
• Must be a self-starter and capable of excelling with minimal direct supervision in a fast-paced environment.
• Previous contact center experience preferred

Time Type:

Full time

Job Type:

Regular

Job Family Group:

Cust Svc & Call Center

Location Region/State:

Missouri

EEO Statement:

Scholastic is an Equal Opportunity Employer. Our policy is clear: there shall be no discrimination on the basis of race, religion, color, sex, pregnancy, national origin, marital status, sexual orientation, gender identity or expression, age, non-disqualifying physical or mental disability, or status as a disabled veteran or Vietnam veteran. Those factors shall not influence the determination of qualifications for a job or other opportunity within the company. Further, all personnel actions (such as compensation, tuition aid, benefits, transfers, promotions, and dismissals, company-sponsored training, social and recreational programs) shall be administered without discrimination.

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