Junior Workforce Analyst

This position is responsible for insuring goals are met through intra-day management of shifts, skills and changes to plan. Additionally, this position manages schedules for the call center and affiliate teams to properly anticipate needs. Core Duties and Responsibilities: * Analyzes call volume patterns to manage work shifts, lunches and breaks  * Maintains communication channels regarding events that impact call volume * Reacts to fluctuations in intra-day performance based on established procedures and alerts leadership of any unusual conditions * Responsible for intra-day adjustments to schedules and resource allocation to minimize impact of daily operational activities and events * Provides intra-day updates * Tracks operational teams’ training, meetings and other off-phone activity on a daily basis making necessary schedule adjustments * Acts as tier 1 triage for IT/phone related issues by coordinating with the appropriate groups and acting as escalation point through resolution * Participates in weekly operational meetings and makes recommendations for workflow improvements based on identified trends * Edits ADP timecards, completes associated help desk tickets, enters PTO as needed, and completes end-of-pay-period tasks * Monitors schedule compliance and schedule efficiency; to include real-time monitoring of break and lunch schedules, tardiness, and/or early departures * Provides recommendations to the Workforce Manager to ensure productivity goals, performance standards and service levels are met * 2 onsite days per week is an essential function of this position * Additional duties as needed Position Requirements: * 6+ months of Workforce experience in a call center setting preferred * Intermediate knowledge of workforce management software preferred * Strong analytical, problem solving and decision-making skills * Ability to effectively prioritize * Strong communication and interpersonal skills