• Resource Planning Analyst

    Job Locations US-NM-Rio Rancho
    ID
    2018-1201
    Company Name
    Intersections Inc. / Customer Care Center
    Category
    Customer Service/Support
  • Overview

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    Intersections Inc. (NASDAQ: INTX) is a leading provider of identity risk management, privacy protection and other subscription based services for consumers. Our core services monitor personal information for our consumers, aggregate it into digestible, consumer-friendly reports and alerts, and provide personalized education and support to help our customers understand their information and take the actions they deem appropriate. Since its business was founded in 1996, Intersections has protected the identities of more than 47 million consumers.

     

    The Senior Planning & Management Analyst is responsible for day to day tasks associated with successful Call Center operations.  The position focuses on optimization of available staff through agent schedule management. Duties include proactive adjustments and recommendations involving capacity and call routing with an overall goal of meeting contractual service level agreements for all partners.  The Analyst ensures payroll and other deadlines are met as required and handles ad hoc requests as needed.  Analyst works with site management closely and provides critical feedback on organizational decisions.

    Responsibilities

    • Manages call volume forecasting and staffing requirements to ensure that established service levels are met; effectively schedules to staffing requirements and reports to key management staff
    • Recommends staffing levels consistent with call volume projections, staff schedule adherence, and average handle times; provides projected staffing scenarios to include new hire recruitment and training requirements
    • Creates and maintains effective schedules to ensure optimal service level achievement
    • Maintains accurate and detailed historical call and employee information in Workforce Management system
    • Analyzes attrition rates, absenteeism, average handle time, schedule adherence, and other trends likely to affect staffing levels
    • Keeps abreast of other department’s business factors that may affect short and long term staffing levels such as new accounts or other issues which are may cause temporarily increase in call volume
    • Directs the routing and navigation of incoming call groups, according to agent proficiency, customer requirements, and service levels
    • Recommends and establishes the required ACD reporting, frequency and distribution, in collaboration with the Management Team
    • Investigates irregular individual and/or Center-wide quality and/or productivity statistics from the ACD, Scheduler/Forecaster, VRU/DRS, and/or monitoring equipment
    • Maintains technical competence on current and new hardware/software pertaining to scheduling, forecasting, and monitoring. Participates in the review and testing of new software/hardware relating to scheduling, forecasting, and monitoring
    • Acts as point of contact for Human Resources on payroll and matters surrounding agent progression
    • Performs RPM Site Management duties as required

    Qualifications

    • Bachelor’s Degree or equivalent work experience
    • Must possess excellent verbal & written communication skills
    • Minimum 5 years experience in Call Center forecasting, scheduling and reporting.
    • Proficient with a scheduling system, preferably eWFM
    • Strong knowledge of Aspect or equivalent ACD system
    • Strong knowledge of Microsoft Office in particular Excel
    • Strong Analytical skills
    • Strong interpersonal skills and proven ability to work with all levels of employees.
    • Willingness to be on call as required
    • Ability to work independently and as part of a team
    • Ability to prioritize and execute multiple tasks
    • Ability to adapt quickly to change

     

     


     
    Intersections and its subsidiaries participate in E-Verify.  Click here to learn more about this program.
     

     

    EOE M/F/D/V

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