This role focuses on assessing and improving the performance of multiple departments within Ceridian NA Customer Support. People in this role will primarily act as real-time analysts, perform data analysis, make process improvements within the team, and communicate results.
JOB SUMMARY
The Workforce Analyst Associate is a member of the Ceridian US Operations Support team. As a member of the Operations Support team, services are provided to teams throughout Ceridian NA.
The purpose of this role is to achieve customer satisfaction by ensuring
Staffing is in place to support business needs
Real-time feedback and performance trend information is provided to process owners to be used for continuous improvement
Service level is met
This role focuses on assessing and improving the performance of multiple departments within Ceridian NA Customer Support. People in this role will primarily act as real-time analysts, perform data analysis, make process improvements within the team, and communicate results.
Essential Functions
Monitor queue, telephony, and agent performance. Take real-time action to address issues.
Provide accurate and timely status updates to keep others fully informed as to progress of outstanding issues and assigned activities and projects
Escalate service failures appropriately and promptly
Test queue structure
Recommend reports to automate work processes and facilitate analysis of performance
Review historical data and translate to current situations in order to make accurate predictions of workload and agent performance, and to identify self-service opportunities
Participate in cross-functional meetings to review forecast, understand business needs and changes and make recommendations for improvement.
Analyze data, interpret results, document and communicate findings in a clear and concise manner
Work professionally with other Ceridian functions to create positive service outcomes and promote client retention, satisfaction, and revenue retention and revenue growth
Create and deliver accurate and timely communications orally and in written form to all levels of the organization including management
Address escalated issues quickly and engage all appropriate personnel for prompt, quality resolution
Document work per departmental guidelines using tools, procedures and templates as appropriate
Able to work with and protect sensitive information; able to maintain the privacy of business data
Perform other duties or special projects as assigned that are specific to the essential operations of the department;
This position includes decision making in a defined context and is relied upon to provide opinions and to find solutions to issues
Translates goals and objecitves into achievable work plans
Demonstrates an understanding of and communicates the cost of poor quality
Develops and uses knowledge of Ceridian business processes and how departments work together to solve and prevent problems
Education
Required: High school diploma.
Preferred: Bachelor’s degree
Experience
Required:
Familiarity with workforce management tools and concepts
Experience and understanding of call center dynamics and performance measurements
Demonstrated ability to identify areas to improve, identify possible solutions and participate in cross-functional teams,
6-sigma white belt
Preferred:
1-3 years in a Workforce Management position
Previous work experience developing and maintaining work volume forecasts in a call center environment
Experience with WFM tools and Telephony systems
We are an Equal Opportunity Employer.