Coinstar, Inc. (NASDAQ: CSTR) is a leading provider of automated retail solutions offering convenient products and services that make life easier for consumers and drive incremental traffic and revenue for its retailers. The company’s core automated retail businesses are self-service coin counting and self-service DVD rental.  Other Coinstar products and services include e-payment products – such as gift cards, prepaid debit cards and other prepaid products – and money transfer services.  The Company's products and services can be found at more than 90,000 points of presence including supermarkets, drug stores, mass merchants, financial institutions, convenience stores, restaurants, and money transfer agents.  For more information, visit www.coinstar.com.

Workforce Analyst

This person contributes to Coinstar's success by being responsible for call center reporting, staff scheduling within the call center and volume forecasts. In addition, this position is responsible for compiling reporting, determining volume trends, measuring real-time adherence, managing call flow and providing suggested schedule adjustments in an accurate and timely fashion. Evening and weekend hours may be required.

Summary of Key Responsibilities:

·          Identify real time opportunities for training time, queue follow ups, and misc. department objectives

·          Assist with call volume forecasts to develop work schedules in a multi-skill environment

·          Monitor real-time adherence and call flow of daily operations

·          Add, adjust or remove schedule changes/events within the scheduling system

·          Develops processes for collecting the necessary data to measure key call center performance indicators

·          Gathers and inputs monthly score card information that measures the effectiveness and efficiency of the call center

·          Assists the leadership of the Call Center in developing metrics that demonstrate the call center’s strategic value to the company

·          Assist with vacation planning and other time off allowances

·          Communicate pertinent data to all levels of management and co-workers regarding the operational status of the call center

·          Compiles a daily/weekly call center report for executive management that provides information on call volumes, headcount and distributor issues

·          Identifies on an ongoing basis innovative methods for measuring call center effectiveness and efficiency

·          Identify, suggest and implement scheduling adjustments that support the department in meeting overall service goals on a daily, weekly and monthly basis

·          Understands what data the various call center and company data sources contain

·          Creates a back up of important call center data (i.e., score cards, executive summaries, etc.)

·          Maintains a matrix of all calls center applications and their associated queues

·          Ensures that the data feeds from the ACD switch are associated with the correct queues

·          Generates reports for Team Leaders and other Leadership personnel as requested

·          Creates normalized productivity and efficiency graphs that measures individual employee performance

·          Assists with WFM intra-day management responsibilities as requested

·          Conducts special analysis projects and creates other reports as directed by call center leadership

·          Creates cost-benefit analysis documentation as required

·          Gathers the necessary data to calculate cost per transaction for all transaction types (i.e., e-mail, inbound, etc.)

·          Participate in forecasting meetings with relevant departments; develop accurate short- and long-term workload forecasts

·          Control master systems files with schedule information and shift preferences

·          Process day-off requests and update systems

·          Determine workforce requirements to meet service level and response time objectives

·          Determine agent schedules to meet call center objectives

·          Other duties assigned

Preferable Qualifications & Experience:

·          1 + Years in Inbound Contact Center

·          2 + Years Workforce Analyst

·          High School Degree or GED; Bachelor's degree or equivalent experience preferred

·          Knowledge of ACD systems such as Nortel Symposium, Meridian, and Avaya, which includes proficient application for agent database, reporting, call allocation, and skill-based routing

·          Understanding of workforce planning tools and principles (e.g. Erlang Models)

·          Understanding of basic principles of statistics

·          Background with IEX or Witness/Blue Pumpkin Workforce software

·          Working knowledge and understanding of call center operations, terminology, definitions, call center calculations, and common practice

·          Ability to be objective, maintain confidentiality and partner across shared departments to meet and exceed our department objectives

·          Willingness to learn

·          Advanced knowledge of Windows and Microsoft Office, especially Excel and Access

·          Ability to convey complex and/or technical information/knowledge in an understandable and clear manner to individuals at differing levels of familiarity required

·          Ability to collect and analyze data required

·          Excellent analytical and problem-solving skills required

·          Demonstrated ability to conduct root cause analysis of data trends

·          Good communication skills required

·          Excellent organizational skills required

·          Must be self-motivated and resourceful

·          Requires minimal supervision

·          Ability to quickly adjust to changing work demands and requirements

·          Must be flexible to work nights and weekends as needed

·          Basic knowledge of MS Word and Excel