Quality and Workforce Management Analyst

Job Title:
Quality and Workforce Management Analyst...
Zeiders is an industry leader in military and family support. Our company's reputation is based on providing top quality service with exceptional, dedicated employees. This approach has earned client confidence and repeat business from satisfied customers. Headquartered in Woodbridge, VA, Zeiders has approximately 700+ employees supporting clients worldwide in behavioral health, military family resiliency, work-life education programs, and related services. We seek individuals with strong passion for what we do and our commitment to quality service.
Summary
The Quality and Workforce Management Analyst has a critical role in quality to support Military Spouses gain education and meaningful employment through the Military One Source Spouse Education and Career Opportunities Program.
This full-time remote employee of Zeiders Enterprises, Inc. provides staff support globally and ensures the performance standards of the contract are met.
Zeiders' approach to quality management quantifies programmatic effects-based outcomes, correlating coaching outcomes with return on investments, and providing programmatic assessment data to support the program management needs. This role also ensures that all contract services meet and exceed contract expectations and all contract services are of superior quality and making a positive impact on military spouses and their families.
In support of the Workforce Management team, this position will effectively use a combination of workforce scheduling software and real-time queue management software. The Quality and Workforce Management Analyst acts as a liaison between contact center supervisors, operations analysts, and the Workforce Manager to address intraday queue management, process scheduling requests, monitor workforce schedule adherence, and produce Workforce Management related reports for the contact center.
Essential Duties and Responsibilities
Quality Management Analyst
? Becomes a subject matter expert on contract quality issues and maintains the Quality Management Plan that supports the contract objectives.
? Conducts quality monitoring audits on all contact modalities to ensure that all policies are followed as outlined by the contract and makes recommendations towards process improvement.
? Communicates significant findings, including potential risk management issues.
? Ensures that contract requirements are met, and compliance maintained.
? Attends meetings with Government Program Representatives as requested.
? Other duties as assigned.
Workforce Management Focus
? Supports the workforce manager by providing scheduling assistance, adherence tracking, monitoring service delivery performance, and comprehending key contact center metrics.
? Monitors the Workforce Management department inbox, answering general inquiries and processing intraday schedule adjustment requests.
? Monitors daily service levels, productivity, and adherence, taking proactive measures to address agent staffing challenges and inbound workload demands by adjusting scheduled work activities as needed.
? Provides WFM platform guidance and technical support for contact center supervisors and operations analysts.
? Other duties as assigned.
Required
Education and/or Experience Qualifications
? Master's degree in Social Work, Education, Psychology, Business, Management or other relevant human services-related field; OR Bachelor's degree and four (4) years related experience.
? Two (2) years' experience in social service program administration/management.
? Two (2) years personnel management or experience supporting staff through training, employee relations, mentoring, recruiting, or anything with compliance or policy development.
? Familiarity with government contracting processes.
? Experience supporting contract quality initiatives; specifically in the form of customer feedback, operation performance, personnel performance, etc.
? Ability to use Microsoft Office programs.
? You will need to complete and clear the full government background check process based on your role.
Preferred Qualifications
? Preference for former Military or Military Spouse or Veteran or Wounded Warrior.
? Experience with NICE or similar workforce management and quality monitoring platforms.
? Knowledge of contact center metrics, agent behaviors, and other factors that affect queue and adherence reporting.
? Two years' experience in contact center environment or service operations environment.
? Experience monitoring inbound work queues and routing activity using a queue management system.
Other
Skills and Abilities
? All positions that require access to U.S. Government facilities and systems require U. Citizenship, and reliable transportation to travel to assigned locations and nearby facilities.
Physical Demands:
Works in office areas. Sits, stands, bends, lifts, and moves intermittently during working hours. Uses personal computer, telephones, copiers, printers and other office equipment. The employee?

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