Dirección Unlock Learning For All
Here at Ellucian, we are motivated by a mission - power education so institutions can empower student success. We are the global market leader in EdTech for higher education, serving more than 2,900 customers and reaching over 22 million students in 50 countries. We are dedicated to helping higher education unlock learning for all by providing solutions that support the entire student lifecycle and deliver insights needed now and into the future.
We embrace the power to lead , the courage to innovate , and the determination to grow . At our core, we believe in humanizing our approach, recognizing that our people are our greatest strength. With a shared vision of transformation , we endeavor to shape a brighter future for higher education.
About the Opportunity
The Workforce Management Analyst is responsible for maintaining all Workforce functions, including analyzing Contact Center and agent historical performance, capacity planning, short and long-term forecasting. Preparing and distributing intraday operational and operational reporting. Responsible for making data-driven decisions and recommendations to ensure Contact Center and/or processing operations have the resources needed to meet demand. Collaborate with Operations leaders to optimize workforce planning and processes.
Where you will make an impact
- Effectively forecast the anticipated workload using historical data, knowledge of business trends and upcoming events.
- Calculate the number of inbound contacts for the upcoming intervals: days, weeks, months, or even years. Draw on history and insight to predict the future workload and anticipate volume drivers.
- Determine schedules needed for coverage at the interval level. Draw on the requirements determined by the forecast, to have the right staff available where the interactions will be delivered.
- Plan staff according to call patterns and skills sets to improve first-call resolution.
- Build and maintain a reliable and detailed long and short-range forecast capacity model for phone, email, live chat, and all back-office support.
- Responsible for real-time management across Center operations by monitoring current service levels and coordinating staff skilling assignments.
- Monitor service levels daily to determine if customer contacts are meeting or exceeding agent availability.
- Development of schedules and scheduling approaches to improve service levels, staff utilization, adherence, reduce cost and achieve performance goals.
- Make real-time adjustments to technician’s schedules to meet higher-than-expected volume and take advantage of opportunities for cost savings.
- Generate reports to show productivity and performance changes.
- Respond to ad hoc requests for special analyses and reports from others as assigned.
- Provide leadership with workload trends and efficiency updates to uphold high customer service standards through real-time monitoring and other methods.
- Conduct data analysis and participate in special projects as assigned.
- Conduct periodic audits and reviews to confirm the quality and integrity of time and scheduling practices.
- Recommend corrective actions in conjunction with operations. Identify potential solutions to resolve problems, maximize the utilization of time and scheduling practices, remove barriers that inhibit the department's ability to improve operations.
- Identify system issues, analyze system needs and work with Operations Leadership to solve problems as required to meet needs.
- Develop and implement plans in conjunction with Leadership that address specific operating problems and issues related to time and scheduling including, but not limited to, compliance with regard to clocking patterns, appropriate use of pay codes, and administration of pertinent policies and procedures.
What will you bring
- Demonstrated understanding of relevant performance measures and data (e.g., AHT, ASA, service levels, abandon rate, and schedule adherence).
- Excellent, proactive problem-solving skills; attention to detail, analytical, efficient, thorough.
- Strong decision-making skills, ability to work independently on projects, from conception to completion.
- Exceptional verbal and written communication skills.
- Excellent leadership skills.
- Outstanding organizational skills, ability to manage and prioritize multiple tasks.
- Ability to work within strategic guidelines to foster managerial initiatives.
- Ability to work under pressure, meet deadlines, and be accountable for performance.
- Ability to adapt and excel as a team player in a fast-paced and change-oriented environment.
- Customer centric mindset.
- Employee Engagement experience.
- General understanding of ITIL processes.
What makes #Ellucianlife
- Comprehensive health coverage: family major medical expenses, dental and life insurance.
- Christmas bonus 30 days
- Saving fund
- Monthly food coupon
- 15 workdays vacation
- Thrive Flex Program that allows you to contribute towards your health, financial or learning interests
- 5 charitable days to support the community that supports us
- Diversity and inclusion programs that promote employee resource groups such as: Women in Technology, Pride and Go Green to name a few.
- Parental leave
- Employee referral bonuses to encourage the addition of great new people to the team
- We Foster a learning culture with:
- Tuition Reimbursement Assistance
- Professional development opportunities
#LI-MH1
#LI-Hybrid
