Workforce Analyst, Instant Service Center

• Monitor Attendants and queue performance to ensure adherence to all applicable KPOs and targets. Managing Attendant schedule adherence and tracking same day log outs due to projects or meetings. Communicating to operational teams any non-adherent schedule occurrences alongside with advising the Leadership Team when KPOs or targets are not being achieved.
• Generate staffing requirements based on forecasts and anticipated trends and create quarterly or monthly schedule for the Instant Service Center Guest Services team.
• Monitor, track, and develop daily and interval level forecast requirements for the team.
• Completion of staff schedules in an efficient, accurate, and timely manner. Posting Extra Hours or Same-Day Leave availability to ensure alignment between staffing and business requirements. Preparing and providing accurate schedule management and methodology ensuring everything is conducted and completed in accordance with scheduling calendar discussed within the team. Distribute schedules to employees upon final completion. 
• Determine and approve all required scheduling adjustments and time-off requests based on staffing needs.  
• Review call volume and routing to ensure balanced staffing, meet service level and operational targets, and meet variable payroll budgets. Allocate and overflow call volume accordingly to maximize revenue to the company and service level to the guests.  Track and report routing changes and staffing decisions.
• Closely coordinate with PBX provider to ensure that systems and routing are in place.  Report and escalate any soft phone or routing related concerns in a timely manner.
• Reporting and Analytics as necessary for WFM reporting or metrics including charts, presentation data, or logs, researching root cause analysis and reasons “why” KPOs or targets were not achieved. Determining the number of additional Attendants needed to support the launch of a new hotel within the team.  Collaboration with the Leadership Team and any other functional support group to align service level objectives, answer inquiries within service level agreements, and any ad-hoc data as requested. Communicate, answer, and process all WFM inquiries from internal and external contacts in a timely manner.
• Serve as the point of contact together with the Leadership Team, providing triage, escalation, and communication support for emergencies and system outages. 
• Promote teamwork and quality service through regular collaboration with the Instant Service Center team.
• Perform other duties as assigned.

Education 

Bachelor’s degree in Hotel Management, Business, Education, or a relevant field of work or an equivalent combination of education and work-related experience.

Experience 

1 to 3 years of business experience in Call Center and/or workforce management environment systems, terminology, and processes.

Technical Skills and Knowledge

• Strong knowledge and understanding of call center operations, terminology, definitions, call center calculations, and common practices.
• Experience working with workforce management software.
• Demonstrated knowledge or ability to learn workforce management system used to schedule and track Guest Services Attendant activities. 
• Excellent computer skills with an emphasis on MS Excel and MS Access.
• Detail oriented and extremely accurate with work.
• Basic analysis skills and experience with problem solving – Ability to identify a problem, analyze the issues, and be able to make a sound business decision.
• Basic understanding of telecommunications to include routing plans, announcements, whispers, prompts, terminology, definitions, and ACD reporting.
• Excellent team collaboration skills. 
• Strong verbal and written communication and customer service skills with internal/external customers, peers, and management for the purpose of obtaining and conveying information, as well as producing reports and internal memorandums. 
• Maintain a high level of knowledge pertaining to policy and procedure and communicate knowledge effectively to all personnel when applicable. 
• Strong web-based navigation skills, and basic technology/soft phone troubleshooting and support, ability to adapt to new technology, effective and efficient use of online communication tools and other systems application.

Physical Requirements

Work is typically performed in a normal office environment (Full Work on Site). Readiness for 24/7 shift and operations. - Majority of work is performed in a normal office environment. 

Note:  The statements in this job description are intended to represent the key duties, essential nature and level of work being performed.  Details in this document are not intended to be all responsibilities or qualifications of the job.