We have an exciting opportunity for you to join the Contact Center Support team as a Contact Center Analyst! We are looking for a highly motivated improvement leader with strong intellectual curiosity, proven analytical, organizational, and communication skills, as well as the ability to create and maintain a collaborative environment.
Responsibilities:
- Data Analysis: Collecting and analyzing workforce data to identify trends, performance metrics, and areas for improvement.
- Workforce Planning: Developing and implementing workforce plans to ensure the right staffing levels and skill sets are in place.
- Reporting: Creating detailed reports and presentations for stakeholders, highlighting key findings and recommendations.
- Strategic Support: Collaborating with management to align workforce strategies with organizational goals.
- Performance Metrics: Establishing and tracking key performance indicators (KPIs) related to workforce efficiency and effectiveness.
- Technology Utilization: Leveraging HR analytics tools and software to enhance data accuracy and reporting capabilities.
- Training and Development: Identifying training needs and helping develop programs to address skill gaps within the workforce.
- Compliance and Best Practices: Ensuring adherence to labor laws and regulations while promoting industry best practices.
- Project Management: Leading or contributing to workforce-related projects, ensuring timely delivery and alignment with objectives.
- Stakeholder Communication: Engaging with various departments to understand workforce needs and facilitate effective communication.
Qualifications:
- Minimum of 2 years of experience in Workforce Management.
- Proficiency in software languages like SQL and Power BI.
- Must be able to learn and apply large amounts of technical and procedural information.
- Strong critical thinking, decision making, troubleshooting, and problem-solving skills.
- Ability to manage change and work in a fast-paced environment.
- Excellent verbal and written communication skills, including the ability to communicate technical issues to non-technical audiences.
Grade 66 will be assigned based on experience and skills of the selected candidate.
Annual Salary:
$70,000.00 - $109,000.00
The above annual salary range is a general guideline. Multiple factors are taken into consideration to arrive at the final hourly rate/ annual salary to be offered to the selected candidate.
Benefits:
As an Associate, you’ll enjoy our Total Rewards Program to help secure your financial future and preserve your health and well-being, including:
- Premier Medical, Dental and Vision Insurance with no waiting period.
- Paid Vacation, Sick and Parental Leave.
- 401(k) Plan.
- Tuition Reimbursement.
- Paid Training and Licensures.
*Benefits may be different by location. Benefit eligibility requirements vary and may include length of service.
Equal Employment Opportunity:
The equal employment opportunity policy of the GEICO Companies provides for a fair and equal employment opportunity for all associates and job applicants regardless of race, color, religious creed, national origin, ancestry, age, gender, pregnancy, sexual orientation, gender identity, marital status, familial status, disability or genetic information, in compliance with applicable federal, state and local law.
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