Performance Analyst ( Contact Center)
Position Summary The Performance Analyst is responsible for optimizing the resources of the contact center to achieve the optimal GWMFA customer service experience. The analyst will manage the relationship with the Enghouse software system and interpret Enghouse data to identify opportunities to continue to improve the contact center's performance. The analyst will be developing staffing models based on call forecasting and workforce management to anticipate future contact center demand. The analyst will also monitor the daily volume of inbound call traffic and distribute resources across queues to achieve the optimal utilization and balance of resources within the contact center environment. He/she will provide reports to Contact Center leadership to aid in the optimal functioning of the Contact Center. Essential Duties and Responsibilities include the following . To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other duties may be assigned.Responsible for developing reports of call volume and staffing models using forecasts/trending models and monitoring those results to ensure positive impact on call performance, staff coverage and achievement of key performance indicators.Use results and analysis of contact center metrics (call volumes, trends, call times, conversion, returns, speed to answer, average handle time) to forecast call arrival and build staffing and scheduling plans that support the KPI's.Assure scheduling agent time is optimized and appropriately allocated across queues to maximize the performance of the contact center with minimal required staffing levels.Leverage real time data as well as historical call history to make forecasts and anticipate changes in call volumes and coverage needs.Utilize information received through call analytics to help inform contact center managers and supervisor about the nature and volume of calls received on a daily/weekly/monthly/seasonal basis and impacts on staffing plans.Work with supervisors to assess vacations, training schedules, turnover and absenteeism trends to anticipate and plan adequate staffing.Create reports to track trends and utilization and provides reports to management on a timely basis, making recommendations that will reduce call times and increase productivity and call resolution statistics. Qualifications The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Education Bachelor's degree preferred Experience 1-2 years' of experience within a Call Center analytical role.Healthcare experience preferred, not required.