Workflow Resource Analyst, Service

The Workflow Resource Analyst is responsible for workflow and staffing planning and analysis to enable assigned departments to meet or exceed performance standards. The critical responsibilities of a Resource Analyst include:

• Generate and analyze reports using call center and workforce management applications.
• Utilize call volume and workload demand historical trends to develop models for forecasting future volumes while accounting for planned and unplanned events.
• Consult with Service Division Department Leaders for upcoming events impacting and recommend staffing levels needed to meet performance level targets.
• Creates optimal staffing schedule proposals for assigned departments
• Develop and maintain long-term forecasting models to support business strategy and operational planning.
• Forecasts and accounts for growth due to seasonal variations, special events, affecting clients(such as marketing blitzes) and other cyclical patterns.
• Make recommendations for optimal meeting, training, and project times/days/weeks/months
• Analyze demand and performance projections versus actual and then consider for future projections
• Research and recommend Workforce Management and call center efficiency best practices.
• Participate in projects and the implementation of new processes and tools for improving call center workload efficiency, including call center tools and workforce management software. Problem Solving: Situations and issues presented to a Workflow Resource Analyst on a daily basis are unique, complex, and time sensitive. The Workflow Resource Analyst must be able to generate creative ideas for solving problems and examine alternatives where no defined procedure or precedent may exist. Strong critical thinking and analytical skills are imperative. The Workflow Resource Analyst will need to quickly determine the extent of a problem or concern, identify the need, collaborate with key contact areas, evaluate the probable consequences of the solutions, create plans to implement the solution, determine appropriate resource needs and effectively communicate with other leaders, associates, and/or third party vendors to resolve situations in a timely fashion. Decision Making: The degree of autonomy moderate in determining vision and direction of the overall department. The Workflow Resource Analyst role carries varying levels of risk depending the degree to which the Workflow Resource Analyst must consider firm policies, and department and/or human resource guidelines in the decision making process. High service risk exists as decisions have a direct impact on the branch/home office relationship. Span of Influence: The Span of Influence is moderate. The Workflow Resource Analyst is responsible for recommendations to the Service Division and its business units that will affect staffing decisions and monthly/trimesterly business unit/divisional performance.