Workforce Analyst Associate

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.