Edtech.com's Summary

Scholastic is hiring an Analyst II. The role involves using Playvox to create staffing forecasts and schedules, communicating these plans to stakeholders, and monitoring performance metrics to ensure service level agreements are met while optimizing resource allocation.

Highlights

Generate long-term and short-term staffing forecasts using Playvox forecasting and scheduling tools.
Communicate forecasts and schedules to operations, management, and other stakeholders promptly.
Analyze historic performance data such as SLA, AHT, and ASA to guide daily and weekly staffing decisions.
Monitor supply and demand for resources, managing overtime and workload distribution.
Track schedule adherence and its impact on performance metrics, reporting variances to management.
Use Playvox and Salesforce ServiceCloud systems to monitor staffing effectiveness and alert management of issues.
Adjust agent work allocation and training schedules based on real-time workload changes.
Required skills include strong analytical abilities, advanced Excel proficiency, and experience interpreting workforce management reports.
Preferred experience with Playvox, Salesforce ServiceCloud, and contact center environments.
Must handle confidential information and work independently with minimal supervision.

Analyst II Full Description

Jefferson City, Missouri

Neosho, Missouri

Full time

Job Description:

Primarily office-based in Jefferson City, MO or Neosho, MO with some flexiblity for remote work.
Use the Playvox forecasting and scheduling functionality to generate long- term and short-term staffing forecast reports and schedules.
Communicate and share the forecast and schedules to operations, management, and other stakeholders in a timely manner.
Gather forecast trending information and input from business and other functions, such as finance in a timely manner before forecasting and scheduling to adjust the variations and to improve the forecast and schedule accuracy.
Plan ahead by reviewing historic (previous week and day level) information on performance metrics like Service Level Agreement (SLA), Average Handle Time (AHT), and Average Speed of Answer (ASA), etc. and decide on the course of action needed for the day and week to manage live and non-live contact workload in real-time.
Monitor the supply vs demand in terms of available resources and allocate them based on incoming and backlog workloads. Identify staffing variations to make decisions on Overtime and Lack of Work and communicate to operations.
Record communications on schedule variance, identify schedule adherence gaps and its impact on SLA, and communicate these to management as necessary.
Monitor systems for ineffective staffing practices and bring it to the management’s notice for corrective/preventive measures.
Monitor abandon rate, AHT, ASA, Occupancy, agent status, backlogs, and volume variance to meet SLA.
Accountable for identifying efficiency and productivity concerns and actively collaborating with operations in real time. Observe the Playvox and Salesforce systems and alert management team of any deviations, follow up with corrective actions, and escalate if necessary.
Recognize and respond promptly to changes in incoming work patterns and improve utilization by proactively managing agent skillsets and work allocation.
Make staffing decisions on allocating time for trainings and meetings based on availability, need, and priority.
Other duties as assigned.

Qualifications

Driven by curiosity to understand complex problems and find innovative approaches
Strong analytical skills
Excellent communication and strong teamwork skills
Ability to read and interpret forecast, schedule, and staffing reports.
Must have the ability to handle confidential information.
Proven proficiency with MS Office Tools (e.g. Word, Excel, Outlook, Teams, etc.).
Prior experience with Playvox and Salesforce ServiceCloud or other workforce management systems preferred
Advanced Excel skills with the ability to understand data in terms of target variation, SLA (Service Level Agreement) metric trending, plot and read graphs to identify anomalies and recognize patterns.
Strong mathematical background a plus
Ability to capture real-time information on SLA (Service Level Agreement) failures and deep dive into data as needed to support management with decision-making process.
Must be a self-starter and capable of excelling with minimal direct supervision in a fast-paced environment.
Previous contact center experience preferred

Time Type:

Full time

Job Type:

Regular

Job Family Group:

Cust Svc & Call Center

Location Region/State:

Missouri

EEO Statement:

Scholastic is an Equal Opportunity Employer. Our policy is clear: there shall be no discrimination on the basis of race, religion, color, sex, pregnancy, national origin, marital status, sexual orientation, gender identity or expression, age, non-disqualifying physical or mental disability, or status as a disabled veteran or Vietnam veteran. Those factors shall not influence the determination of qualifications for a job or other opportunity within the company. Further, all personnel actions (such as compensation, tuition aid, benefits, transfers, promotions, and dismissals, company-sponsored training, social and recreational programs) shall be administered without discrimination.

Original Job Description

Jefferson City, Missouri

Neosho, Missouri

Full time

Job Description:

Primarily office-based in Jefferson City, MO or Neosho, MO with some flexiblity for remote work.
Use the Playvox forecasting and scheduling functionality to generate long- term and short-term staffing forecast reports and schedules.
Communicate and share the forecast and schedules to operations, management, and other stakeholders in a timely manner.
Gather forecast trending information and input from business and other functions, such as finance in a timely manner before forecasting and scheduling to adjust the variations and to improve the forecast and schedule accuracy.
Plan ahead by reviewing historic (previous week and day level) information on performance metrics like Service Level Agreement (SLA), Average Handle Time (AHT), and Average Speed of Answer (ASA), etc. and decide on the course of action needed for the day and week to manage live and non-live contact workload in real-time.
Monitor the supply vs demand in terms of available resources and allocate them based on incoming and backlog workloads. Identify staffing variations to make decisions on Overtime and Lack of Work and communicate to operations.
Record communications on schedule variance, identify schedule adherence gaps and its impact on SLA, and communicate these to management as necessary.
Monitor systems for ineffective staffing practices and bring it to the management’s notice for corrective/preventive measures.
Monitor abandon rate, AHT, ASA, Occupancy, agent status, backlogs, and volume variance to meet SLA.
Accountable for identifying efficiency and productivity concerns and actively collaborating with operations in real time. Observe the Playvox and Salesforce systems and alert management team of any deviations, follow up with corrective actions, and escalate if necessary.
Recognize and respond promptly to changes in incoming work patterns and improve utilization by proactively managing agent skillsets and work allocation.
Make staffing decisions on allocating time for trainings and meetings based on availability, need, and priority.
Other duties as assigned.

Qualifications

Driven by curiosity to understand complex problems and find innovative approaches
Strong analytical skills
Excellent communication and strong teamwork skills
Ability to read and interpret forecast, schedule, and staffing reports.
Must have the ability to handle confidential information.
Proven proficiency with MS Office Tools (e.g. Word, Excel, Outlook, Teams, etc.).
Prior experience with Playvox and Salesforce ServiceCloud or other workforce management systems preferred
Advanced Excel skills with the ability to understand data in terms of target variation, SLA (Service Level Agreement) metric trending, plot and read graphs to identify anomalies and recognize patterns.
Strong mathematical background a plus
Ability to capture real-time information on SLA (Service Level Agreement) failures and deep dive into data as needed to support management with decision-making process.
Must be a self-starter and capable of excelling with minimal direct supervision in a fast-paced environment.
Previous contact center experience preferred

Time Type:

Full time

Job Type:

Regular

Job Family Group:

Cust Svc & Call Center

Location Region/State:

Missouri

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Analyst II

Edtech.com's Summary

Analyst II Full Description

Job Description:

Qualifications

Time Type:

Job Type:

Job Family Group:

Location Region/State:

EEO Statement:

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