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Credit One Bank Careers

Workforce Analyst I in Las Vegas, NV at Credit One Bank

Date Posted: 2/3/2019

Job Snapshot

Job Description

Position Summary


The Workforce Analyst position supports the Customer Service leadership team by providing insight and analysis of 3rd party agency call handling effectiveness. This is accomplished by identifying call handling trends and opportunities, recommending solutions to narrow or close performance gaps, and in many cases, taking immediate action to drive operation effectiveness. The Workforce Analyst generates and reviews call metric KPI reports, real time adherence, roster management, and access rights requests. In addition, the role supports the Customer Service department by acting as liaison between the internal Operations team, IT department and 3rd party vendors when system outages are reported.


Summary Essential Job Functions

  • Analysis and creation of reports to identify trends and provide direction to internal and external units for appropriate enhancements to improve servicing.
  • Real time management of department goals including; Global ASA, Staffing Compliance and Forced Disconnects
  • Regularly complete, review and obtain approval for work orders, vendor access forms and roster changes
  • Effectively document ad-hoc changes to volume allocation including but not limited to Impact Logs, CMS reporting, DR / BCP, and Forecast Allocation.
  • Participate in projects or process improvement initiatives that achieve and support the company’s strategic initiatives
  • Attend staffing and business review meetings as required.
  • Act as a point of contact for the customer service team on IT / network team conference calls as required
  • Must exemplify professional and ethical behavior
  • Miscellaneous tasks as assigned

Job Requirements

  • Position Requirements

    • 1 year of experience in workforce management (e.g. RTA, Scheduler) for an inbound call center operation is preferred
    • Knowledge/proven experience driving call center metrics such as ASA, Service Level and Abandon Rate through real-time workforce management
    • Experience with the CMS interface is preferred
    • Demonstrated verbal and written communication skills
    • Demonstrated organizational skills
    • Must have PC skills and the ability to utilize software such as, Microsoft Word, Windows, Excel, etc. 
    • Preferred
    • Experience using WFM/forecasting/scheduling software
    • VBA or SQL a plus




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