Veterans Wanted!
Midco
  • Full Time
  • Immediately
  • Sioux Falls, SD
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Innovative - Adventurous - Genuine - Focused - Let's Go!

Workforce Analytics Manager

JOB PURPOSE:

Courageous, analytical-minded trailblazer that leads Midco’s Workforce team towards contact center excellence though the collection of data, identifying actionable insights, continuously improving existing workforce management processes and software, and deploying innovative solutions to develop accurate forecasting of staffing levels. This leader will collaborate throughout the organization to improve overall productivity leading to positive interactions for customers and team members.

Visit www.MidcoCareers.com to learn about employment opportunities and apply today.

KEY FUNCTIONS:

  • Contribute to the organizational vision to drive innovation.
  • Direct and lead a team of Workforce Analysts to perform at a high level.
  • Possess a proven track record that prioritizes finding and developing employee talent a priority by investing personally in the development of team members.
  • Inspire team members to think strategically by maintaining a holistic perspective, proactively identifying problems and anticipating unexpected outcomes.
  • Recognize individual and team contributions to encourage a positive work environment that supports curiosity and creativity through increased engagement.
  • Provide timely performance feedback and coaching, perform annual reviews and facilitate goal setting.
  • Leverage multiple data sources to develop and analyze contact center interaction forecasting models at the hourly, daily and monthly level.
  • Respond with a high-level of urgency to increased interaction volume related to unplanned service outages, weather related staffing events and other unexpected circumstances.
  • Think strategically by collaborating across boundaries with various departments such as Network Operations, Sales & Marketing and Field Operations to prepare for elevated contact volume for scheduled customer impacted events.
  • Facilitate in maintaining full-time and part-time employee schedule changes on a daily basis to accommodate agent call-ins, shift trades, paid time off (PTO), voluntary time off (VTO) and overtime.
  • Deliver exceptional customer experiences by leveraging multiple data sources to develop and analyze employee staffing models, forecast staffing needs and create appropriate employee schedules.
  • Maintain contact center employee staffing levels to ensure adequate coverage to handle all inbound and outbound omni-channel interactions that include calls, chats, emails, SMS and social media.
  • Contribute and support the Workforce Analysts in monitoring performance real-time and alerting management to auxiliary code usage, late starts and deviations to scheduled adherence.
  • Identify concepts to promote employee schedule flexibility while maintaining adequate staffing levels.
  • Develop creative solutions to measure and improve call center agent productivity with regards to handling inbound and outbound customer interactions.
  • Identify and facilitate deployment of innovative solutions that encourage customer self-service in an effort to mitigate agent-handled interactions.
  • Identify innovative workforce software solutions to enhance the customer and team member experience.
  • Develop executive level impact analysis reporting when key performance indicators are not achieved.
  • Respond positively to change and support implementation of new ways of working.
  • Successfully manage multiple projects and coordinate efforts across the organization.
  • Demonstrate courage by providing insights and opinions on difficult issues.

ADDITIONAL FUNCTIONS AND RESPONSIBILITIES:

  • Analytical and logical mind-set.
  • Aptitude for math and statistics.
  • A team player with strong communications and presentation skills with the ability to communicate with people across all levels of responsibility.
  • Communicate effectively and professionally in all forms of communication with internal and external customers.
  • Function as an effective team member while supporting the efforts and strategies, initiatives and projects of other departments.
  • Support the mission, vision, and values of Midco.
  • Apply personal ethics, honesty, initiative, flexibility, responsibility, and confidentiality in all areas of responsibility.
  • Possess an enthusiastic, energetic, self-motivated, and detail-oriented approach towards work and all work projects.
  • Possess strong problem-solving, critical-thinking and decision-making skills while using good judgment.
  • Multi-task without loss of efficiency or composure.
  • Maintain a positive work atmosphere by acting and communicating in a manner that develops positive relationships with team members, customer and leadership.
  • Adhere to and actively follow Midco policies and procedures.
  • Adhere to Midco’s privacy guidelines to ensure each customer’s privacy.
  • Perform other duties as assigned.
  • Maintain regular attendance as required for position.

 EXPERIENCE AND EDUCATION:

  • Bachelor’s Degree preferred or equivalent work experience required.
  • Minimum 3 years’ workforce management experience in a call center environment required.
  • Minimum 3 years’ supervisory experience required.
  • Minimum of 1 year SQL experience is preferred.
  • Expertise using MS-Excel pivot tables, lookups and advanced functions is required.

WORK ENVIRONMENT AND PHYSICAL DEMANDS:

  • The employee is occasionally required to reach with hands and arms, stoop, kneel, or crouch.
  • The noise level in the work environment is moderate to loud.
  • Employees may be required to work in excess of 40 hours per week and other than normal business hours, such as holidays, evenings and weekends as business demands.

ABOUT MIDCO:

Midco has been blazing trails since 1931, bringing innovation to the world of telecommunications and delighting customers with exceptional service. Through ambition, imagination and a genuine commitment to each other, Midco proudly serves more than 385,000 residential and business customers in 342 communities in Kansas, Minnesota, North Dakota, South Dakota, and Wisconsin. By 2025, Midco will deploy 10G, the next great leap for broadband – while also expanding its fixed wireless network to rural areas. We’re also dedicated to making our communities better places to live, work and play. Ready to work at Midco? We thought so. Here are a few more reasons why Midco is one of the best places to work:

  • Free and discounted Midco internet / cable
  • Tuition reimbursement
  • Support of employee involvement in the communities we serve
  • Employee referral program
  • Wellness programs

Midco is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, protected Veteran status, age, marital status, status with regard to public assistance, or any other characteristic protected by law.

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