Workforce Analyst - Contractor

Workforce Analyst - Contractor

What We Need

Corpay is currently looking to hire a Workforce Analyst - Contractor within our CLC division. This position falls under our Lodging line of business and is located in Wichita, KS. In this role, you will be responsible for managing and ensuring that the service level agreements for various programs are met. You will report directly to the Workforce Management Manager and regularly collaborate with other teams and managers.

How We Work

As a Workforce Analyst - Contractor, you will be expected to work in a hybrid environment. Corpay will set you up for success by providing:

• Home office set up
• Company-issued equipment
• Formal, hands-on training

Role Responsibilities

The responsibilities of the role will include:

• Managing the call volume, daily attendance, and program break schedules to ensure the correct number of agents at the right time
• Assisting with the creation of metrics and targets for services
• Monitoring agent status in real-time using Both CMS and Nice WFM
• Monitoring inbound operations to ensure optimal staffing levels, including call volume, project Lists, and Pending Lists
• Responsible for hourly/bi-hourly Intraday Reporting
• Real-Time Schedule management including break and lunch optimization, schedule changes
• Working closely with the operations team to analyze and help improve their delivery processes
• Generating ideas for process and service improvement planning
• Assisting with projects and other duties as requested or assigned

Qualifications & Skills

• Bachelor’s Degree or equivalent experience
• Some previous contact center Workforce Management experience is required
• Experience with call center forecasting in a multi-skilled Workforce Management environment is preferred
• Experience with enterprise call center management software, such as Avaya, Cisco, or NICE inContact preferred
• Proven problem-solving skills, identifying root causes and solutions through a high level of critical thinking
• Ability to thrive and excel in a fast-paced environment with changing priorities
• Strong Excel skills is required
• Working knowledge of other Microsoft Office applications, including Microsoft Word, Outlook, and PowerPoint
• Must be extremely detail-oriented and organized