Workforce Management Analyst I
Job ID #: AGST-WkfceMgmtAnlyst21810
Location: TX-Houston
Functional Area: Call Center
Company Name: American General Life Companies
Employment Type: Full Time - Regular
Education Preferred: Some College
Experience Required: 3-5 years
Relocation Provided: No


Position Description
The American General Life Companies (AGLC) Workforce Management (WFM) Team is responsible for collecting call center data that is used for trend analysis, generating management reports and forecasting staffing. Proactive partnering with AGLC Management teams to ensure maximum utilization of resources in order to achieve service and financial objectives. Balance technology, processes and people to drive optimization of resources for AGLC in both single and multi-site environments.
Our WFM Analysts also respond directly with various internal clients including the AGLC management team. The AGLC call center is open Monday to Friday from 7:00 A.M. through 6:00 P.M.

Objective
As a WFM Analyst I, you will be a member of the AGLC call center Workforce Management team working in our Command Center.

Operating in a fast paced environment, the WFM Analyst must be able to multitask with constantly changing dynamics by monitoring call center activities via various desktop applications, making recommendations, and communicating directly with management real time. The WFM Analysts also have responsible for collecting contact center data that is used for trend analysis, generating management reports and forecasting staffing requirements to meet service level goals.

Organization Reporting & Structure
This position reports to the manager of Workforce Management. In this role, individuals work closely with other members of the WFM team as well as the call center management staff

Performance Objectives
Below are the critical performance objectives for success in this role:

 Adjust workforce requirements based on changing/dynamic forecasts. You should be able to understand and analyze call volume patterns to forecast schedules and any off phone activities
 Answer incoming calls to the Command Center and make adjustments to schedules or skill assignments as needed to ensure proper coverage
 Compare call center results to forecasts on a daily, weekly, monthly, and annual basis to generate reports for all levels on AGLC management
 Pre-schedule team meetings, one-on-one, coaching sessions, mentoring, training, overtime, and other exceptions based on availability and input from operations management
 Generate daily reports using Microsoft Word, Excel, and PowerPoint among others

SALARY GRADE 10 or 11, depending on qualifications.

Position Requirements
The Ideal Candidate Should Have:

 Bachelor’s degree or equivalent work experience
 Excellent oral and written communication skills as well as demonstrated call center experience in scheduling, reporting & real-time management strongly preferred
 Demonstrated attention to detail and commitment to high quality including working with a sense of urgency required
 Solid understanding of call center telephony, including Avaya routing methodology is strongly preferred
 Must demonstrate a high level of professionalism and business acumen
 Ability to persuade and/or gain acceptance of complex ideas to achieve goals and objectives
 Demonstrated ability to craft communications unique to specific customer situations within prescribed guidelines
 Ability to adopt and proficiently use multiple technical applications, to include Avaya, AWD, Remedy.
 Demonstrated record of consistent strong performance
 Strong PC skills including Microsoft Word and Excel. Microsoft Access a plus.

Attributes

 Hands on self-starter and effective problem solver
 Demonstrated flexibility and adaptability
 High energy
 Results focused with a track record of achievement
 Track record of acting with a sense of urgency
 Quality and process oriented
 Effective listener and communicator

About Us
Service. Commitment. People. Products. These are the reasons people choose to do business with American General Life Companies. And the reasons why we are the right choice for your career. At American General Life Companies, we have been keeping promises to American families and businesses for more than 150 years. Our insurers offer a broad spectrum of fixed and variable life insurance, annuities and accident and health products to serve the financial and estate planning needs of customers throughout the United States.