Senture is a full-service, 24/7 contact center headquartered in London, Kentucky. The company provides inbound and outbound premium customer care call support and related services (e.g., customer service; help desk; database design and management; interactive website design, development, and hosting; correspondence and e-mail processing; literature fulfillment; and order processing). The company supports federal and state government, as well as commercial accounts. EEO/Vet/Disabled
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Available Positions > Job Description
Workforce Analyst - Monticello, KY (Full Time)
The Workforce Analyst is responsible for assisting the Workforce Manager with staffing, scheduling and forecasting call volume across two sites for more than 100 employees. They ensure customer expectations are met by analyzing data and creating strategic staffing plans for inbound support that generates thousands of calls per year both inbound and outbound. The departments’ objectives include supporting operations management and operational targets by collaborating with operations managers, team managers and team leads to ensure the volume of work produced meets demand with respect to resource and budgeting goals.
Through the use of workforce management systems, the workforce department partners with Human Resources, Finance, managers and all areas of support to establish staff planning, scheduling, daily and intra-day call management. In addition, workforce analysts’ reports and analyzes call trends to predict short-term and long-term staffing requirements.
The Workforce Analyst will be responsible for the daily work assignments of the Call Center Operations team. The Workforce Analyst is the first point of contact for supervisors to address and provide effective solutions to problematic situations across multiple departments. The Workforce Analyst will assist with the development of business planning for department operations, including hiring projections, training and budget development. This role will be responsible for the ongoing implementation and ownership of the configuration and utilization of workforce management systems.
Candidates must possess the following knowledge and skills to be considered:
• Must type minimum of 30 wpm
• Technically experienced and have used multiple software and computer systems
• Good internet search skills and the ability to use specialized telephone systems
• Shift and Schedule Adherence
• Flexibility to work until 10 pm
• Ability to receive and apply constructive feedback
• Customer service
• Active Listening
• Critical Thinking
• Research Skills
• Ability to interact professionally
• Title IV Knowledge
• Eligibility for 5C Security Clearance
Prior wfm/supervisor/leadership experience preferred
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.