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Research Foundation CUNY CUNY 311 Workforce Management Analyst in New York City, New York

Job Title: CUNY 311 Workforce Management Analyst

PVN ID: VA-1911-003405

Category: Managerial and Professional

Location: OFFICE OF SR. UNIV DEAN FOR ACADEMIC AFFAIRS

Key Features

Department

StatusFull Time

SalaryDepends on Qualifications

Closing DateJan 25, 2020 (Or Until Filled)

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Job Description

General Description

The CUNY 311 Project is a collaboration between the NYC Department of Information Technology and Telecommunications (DoITT) and the City University of New York. 311 provides New Yorkers with one easy-to-remember number to access all City agencies and services. The City of New York has established a centralized state-of-the-art Call Center to provide callers with one point of contact to obtain information on all available non-emergency City services.

The role of the Workforce Management Analyst is that of an individual committed to the success of the call center. The Analyst interacts with call center and agency management at all levels and is required at all times to maintain strict confidentiality regarding sensitive information. The position is best suited towards candidates who possess strong analytical skills that can perform well under pressure. A candidate must also be flexible with their schedule which can be changed with reasonable notice, to meet operational needs, including day, evening and overnight shifts.

Job Responsibilities: The Analyst will be responsible for carrying out a wide array of administrative, clerical, and analytical tasks. These tasks include, but are not limited to the following:

  • Data entry and data culling of a wide variety of information as into various computer systems

  • Effective and productive use of the following computer applications:

  • Microsoft Office

  • Oracle Business Intelligence (Citywide Performance Reporting)

  • Independently create and disseminate original reports requested by call center management tailored to specific requests which may include but are not limited to requests such as:

  • Historical data reports

  • Trend and analysis reports

  • Analyze call volume and call handling trends to identify seasonal and other potential impacts.

  • Monitor real time call volume within operations

  • Monitor multiple Outlook inboxes while working on other tasks

  • Independently schedule, within directed parameters, call center events (such as training classes, team meetings, coaching sessions, specialized events, overtime, etc.)

  • Create and deliver effective professional presentations to groups

  • Train employees at various levels on the effective use of current and new software technologies

  • Perform other functions as assigned

Other Duties

Qualifications

Required Qualifications – - Possess administrative/analytical skills - Strong familiarity with MS Office with the ability to create Excel spreadsheets and PowerPoint presentations - Excellent customer service and communication skills - A flexible schedule which can be changed with reasonable notice, to meet operational needs, including day, evening and overnight shifts. - Preferred at minimum Baccalaureate Degree

Physical Requirements

  • This position operates in a professional office environment. This role routinely uses standard office equipment such as personal computers, laptops, tablets, smart phone, photocopiers, filing cabinets and other presentation materials

  • While performing these duties, the employee is required to perform physical activities such as, but not limited to, lifting items (up to 20 pounds), bending, reaching, sitting for prolonged periods of time.

EEO

We are committed to enhancing our diverse academic community by actively encouraging people of all race, color, religion, gender, gender identities or expressions, sexual orientation, national origin, genetics, disabilities, age, or protected veteran status to apply. We take pride in our pluralistic community and continue to seek excellence through diversity and inclusion. CUNY is an EEO/AA Employer.

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