About UsViaPlus is a global mobility company in the Intelligent Transportation Systems (ITS) market, specializing in revenue and services management solutions for the transportation industry. Our full-featured, single-account back-office technology facilitates the high-volume transactions, customer operations, and data analytics required for seamless multimodal mobility. As a VINCI Highways subsidiary, we are committed to technical innovation and to promoting a positive mobility experience for all. VINCI Highways, a VINCI Concessions subsidiary, is a leader in road concessions, operation and mobility services. We design, finance, build and operate motorways, bridges, tunnels, urban roads and mobility services on a network of 4,100 km in 15 countries. VINCI Highways leverages its expertise to deliver the highest performance and safety standards and treat drivers to a positive experience. VINCI Concessions is an international player in transport infrastructure. We leverage our integrated model to design, finance, build, operate and maintain some 80 airports, motorways and rail projects in 23 countries, through our subsidiaries VINCI Airports, VINCI Highways and VINCI Railways. We are committed to shared growth with regions and are actively making mobility ever more sustainable, efficient and innovative.SummaryWe are seeking a Workforce Analyst who is proactive and provides solutions-oriented support for the CSC Workforce Management (WFM) program along with continuous improvement of workforce processes, policies, and procedures. The Workforce Analyst will be fully responsible for utilizing a Workforce Management online tool and becoming the subject manner expert of the system. Our ideal candidate is someone who can provide positive support and encouragement to our team with real-time monitoring of adherence to schedules while being able to quickly request adjustments to meet call volume needs.Major Duties And ResponsibilitiesThe following duties and responsibilities reflect the expectations of this position but are not intended to be all inclusive.
- Create forecasting of our staffing needs, by considering the contact volume, headcount requirements, time-off requests, and shrinkage
- Utilize the workforce management tools and processes to create accurate, effective, efficient schedules to meet staffing requirements from forecasted volume for all programs.
- Analyze call volumes and queues in real time and quickly recommend staff reallocation Collaborate and contribute to improving other related processes.
- Responsible for the production of monthly/quarterly FTE reporting used for benchmarks/reporting requirements.
- Prepares reports and monitors the efficiency of operations.
- Develop and enhance call center forecast and capacity plans across multiple programs.
- Determine levels of support for increases and decreases in productivity / volume. Document and communicate proposed changes to meet departmental needs.
- Monitor Real-Time Queue Adherence
- Ensure proper administration of workforce management tools and keep the system updated ensuring accurate results.
- Ensure standardized processes and procedures for all WFM functions.
QualificationsTo perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
- Experience with call center and workforce management software such as: Dynamics, NICE, GENESYS
- Proficient with Microsoft Office products (Strong Excel skills)
- Strong verbal and written communication skills, including the ability to effectively present material appropriate to the level of the audience.
- Experience working in a challenging environment with ability to manage multiple projects, appropriately prioritize workload, plan for resources to meet deadlines and goals, and respond to day-to-day functional needs.
- Able to work in a fast paced, remote, and onsite contact center environment.
- Flexible and adaptable to constant change.
- Working extended hours to meet project deadlines may be required
Education And/Or Experience
- Preferred Bachelor’s or in business, IT, data science, or business administration or equivalent experience
- Minimum of two years of call center experience required.
- Negotiation abilities and time management skills.
- A confident, natural leader and problem solver with demonstrated critical thinking and collaboration skills.
- Advanced understanding of business process analysis.
- Excellent communication skills.
WORK ENVIRONMENT/PHYSICAL DEMANDSThe work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing this job, the employee is regularly required to sit; use the computer for a long time, use a keyboard for typing, and talk and hear.
