TEACHER RETIREMENT SYSTEM OF TEXAS
invites applications for the position of:
Workforce Management Analyst
(1864/Management Analyst
III/B22/Exempt )
SALARY: See Position Description
OPENING DATE: 09/24/13
CLOSING DATE: 10/08/13 05:00 PM
GENERAL DESCRIPTION:
Salary is commensurate upon the qualifications of the individual selected and the discretion of the
Hiring Manager, but not less than $4,216.83 monthly.
The Workforce Management Analyst performs advanced (senior-level) statistical and process analysis, staff
scheduling and workload forecasting work. Work involves coordinating and implementing departmental
studies and evaluations, reviewing systems and procedures, monitoring operations of the contact center
phone system, monitoring and forecasting departmental staffing needs, and creating and managing benefit
counselor work schedules to assist management in operating more efficiently and effectively. Works under
limited supervision with considerable latitude for initiative and independent judgment. May assign and/or
supervise the work of others. May train others on statistical analysis and other workforce management
concepts. This position reports to the Manager and/or Assistant Manager of Benefit Counseling.
ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES:
Contact Center Workforce Analysis
Reviews and evaluates policies, procedures, goals and objectives and makes recommendations for
improvement and/or corrective action to standardize or improve departmental operations.
Interprets historical, current and projected data to identify problems, causes, and areas for which
procedural or system changes may be necessary.
Analyzes department workload/workflow and provides detailed justification to meet business needs for
proposed staffing levels.
Develops strategies and implements plans to maintain adequate staffing levels during unexpected
staff shortages.
Analyzes workload and call volume data to determine staffing requirements and makes appropriate
recommendations to Benefit Counseling Department management.
Analyzes call peaks and valleys and other department metrics and creates detailed reports.
Evaluates and monitors both real-time and long-term schedule adherence.
Compiles information and creates reports based on findings, including probable causes and possible
solutions.
Creates and utilizes call volume reports to forecast call arrivals to help meet business needs and
objectives.
Provides detailed justification for recommendations when appropriate.
Staff Scheduling
Forecasts staffing needs, creates and coordinates counselors’ daily and weekly schedules, and
monitors schedule adherence.
Monitors call volumes in order to assess and forecast future customer contact volume.
Develops, coordinates, and monitors benefit counselor work schedules in order to optimize service
level goals.
Proactively communicates details of average hold time and service levels with management.
Manages real-time call volume by identifying workload variances and adjusts staffing needs
Job Bulletin
http://agency.governmentjobs.com/trstx/default.cfm?action=jobbulletin&JobID=732309[9/24/2013 3:33:58 PM]
accordingly.
Assists department trainer with training coordination, training delivery and scheduling of department
meetings while ensuring minimal impact to external customers.
Assists department QA Specialists in coordinating coaching sessions with counselors based on
scheduling needs of the department.
Statistical Reporting and Analysis
Monitors productivity levels and identifies opportunities to optimize operational efficiencies; and
develops and implements changes that will improve the efficiency of the contact center.
Maintains and prepares reports on all departmental statistical information, including quality assurance,
and telephone survey and statistical data.
Presents findings through written documentation or formal presentation when appropriate.
Assists with development of Benefit Counseling Department guidelines, policies and procedures.
Provides back-up support for Benefit Counseling Department Team Leaders as necessary.
Recommends operational improvements.
Performs related work as assigned.
MINIMUM QUALIFICATION REQUIREMENTS/LICENSES AND CERTIFICATIONS:
Education:
Graduation from an accredited four-year college or university with major course work in workforce
planning, contact center management, production management or a related field (or High School
graduation or equivalent and substitute full-time experience in workforce management or a related
field for the required education on a year for year basis).
Experience:
Three years of experience in workforce management, workload forecasting, contact center
management or a related field and two years of experience in statistical and process analysis
(experience may be concurrent).
Preferred Qualifications
Experience in workforce management, forecasting and scheduling in a contact center environment.
Previous experience analyzing reports and interpreting data.
Skill in utilizing Microsoft Office software.
KNOWLEDGE SKILLS AND ABILITIES/PHYSICAL REQUIREMENTS:
Knowledge of:
Workforce and contact center management principles, practices and techniques.
Modern office practices.
Skill in:
Planning, organizing and prioritizing work assignments to manage a high-volume workload in a fast
paced and changing environment, and in completing detailed work with a high degree of accuracy.
Analysis and forecasting.
Analyzing problems and devising effective solutions.
Using a computer in a Windows environment with work processing, spreadsheet, presentation and
other business software.
Effective written and verbal communication.
Providing quality customer service.
Ability to:
Establish and maintain harmonious working relationships with co-workers, agency staff and other
external contacts, and to work effectively in a professional team environment.
Effectively analyze and interpret data.
Physical Requirements and/or Working Conditions
Work is performed in a standard office environment and requires:
normal cognitive abilities including the ability to learn, recall, and apply certain practices and policies;
marginal or corrected visual and auditory requirements;
constant use of personal computers, copiers, printers, and telephones;
the ability to move about the office to access file cabinets and office machinery;
frequent sitting and/or remaining in a stationary position; and
the ability to work under deadlines, as a team member, and in direct contact with others.
Workforce Expectations
Must be able to:
regularly, reliably, and punctually attend work;
work extended hours as necessary;
travel occasionally for work assignments and trainings;
show flexibility and adaptability toward changes in assignments and work schedules;
adhere to the agency’s internal management policies and procedures; and
exhibit work behaviors consistent with agency core values.
TO APPLY:
Submit an online application at governmentjobs.com by 5:00 p.m. on the closing date. Applications will
be screened for minimum qualifications. Skill demonstrations or work simulations may be part of the
selection process. Top candidates will be contacted for further consideration. Finalists who document
college/university or special coursework to meet the minimum qualifications will be required to submit
copies of transcripts or diplomas at the time of interview. Only internal applicants and applicants who
are interviewed will receive notification of application results. Please contact Human Resources if you
require accommodation during the application process.
Please Note:
The application, resume, and any other accompanying documentation may be subject to
disclosure by TRS upon receipt of a request under the Texas Public Information Act.
Due to the nature of TRS business a criminal background investigation will be conducted prior to
an offer of employment.
The State of Texas requires all male candidates ages 18 to 25 to show proof of selective service
registration (or exemption) upon hire.
The U.S. Immigration Reform and Control Act of 1986 requires new employees to present proof
of identity and eligibility to work in the United States.
For detailed information about the benefits of working at TRS, view the employee benefits page.
TRS is committed to the principles of equal employment opportunity and workforce diversity.
APPLICATIONS MAY BE FILED ONLINE AT:
governmentjobs.com
1000 Red River Street
Austin, TX 78701
512-542-6557
HR-Recruiters@trs.state.tx.us
Position #14-009
WORKFORCE MANAGEMENT ANALYST (1864/MANAGEMENT ANALYST
III/B22/EXEMPT )
ME
Workforce Management Analyst (1864/Management Analyst III/B22/Exempt ) Supplemental
Questionnaire
* 1. Did you graduate from an accredited four-year college or university with major course work in
workforce planning, contact center management, production management or a related field?
Yes No
* 2. Briefly describe your work experience as it would relate to this position.
* 3. Do you have experience in a call center environment? If yes, please explain.
* 4. How many years experience do you have in statistical and process analysis?
No experience
Less than 2 years experience
2 - 4 years experience
More than 4 years experience
* 5. Describe what "customer satisfaction" means to you.
* Required Question