Senture is currently seeking a Workforce Analyst.  Specific job responsibilities include:

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  Utilizes the Workforce Management (WFM) Platform for forecasting, scheduling, tracking, monitoring, and reporting the daily and monthly call center statistics. This includes, but is not limited to call center volumes, FTE schedule adherence, and service level achievement.
  
  
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  Determines workforce requirements needed to meet customer service level agreements .
  
  
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  Develops agent work schedules in a multi-shift, multi-skilled environment.
  
  
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  Monitors real-time call center performance statistics, adding, adjusting, or removing schedules in conjunction with volume fluctuations. 
  
  
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  Identifies and researches service level risks for problem resolution and management notification.
  
  
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  Communicates workforce management-related information to management, employees, and clients as needed.
  
  
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  Gathers and inputs monthly score card information.
  
  
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  Participates in workforce management meetings as required.
  
  
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  Other duties as assigned. 

Qualifications

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  Bachelors Degree and two or more years of relevant WFM experience—or an equivalent combination of education and experience.
  
  
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  2 years recent, hands-on experience in a call center with a high level of customer focus.
  
  
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  2 years recent, hands-on management or supervisory experience in a high-volume call center.
  
  
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  Possesses the professional experience and aptitude to address escalated issues with a positive outcome.
  
  
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  Proven experience analyzing, interpreting, and summarizing complex data as it relates to call center technologies. 
  
  
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  Experience with forecasting and scheduling predictions across all contact channels.
  
  
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  Experience presenting reports, forecasts, trends and recommendations to the team and senior management.
  
  
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  Ability to multi-task and manage multiple priorities and commitments concurrently. 
  
  
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  Must be a self-starter and have the ability to work independently. 
  
  
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  Superior oral and written communication skills. 
  
  
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  Superior analytical and data mining skills. 
  
  
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  Knowledge and experience with call flow technologies and strategies. 

Senture is a full-service solutions provider with operations headquartered in London, Kentucky.  Service offerings include 24/7/365 inbound and outbound contact center support, help desk, fulfillment, order processing, and warehousing to a host of clients in the federal, state, and commercial sectors.  Senture has offices in Kentucky, Florida, Tennessee, and Virginia.  For more information visit http://www.senture.com .  EOE