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Customer Service Workforce Management Analyst

Date Posted:  Nov 19, 2022
Requisition ID:  406281

Indianapolis, IN, US, 46204

Work for Indiana

 Grow your career with the State of Indiana! With more than 50 executive branch agencies, the State of Indiana is a diverse workforce offering employees stimulating and challenging projects across a broad scope of career opportunities. As a State of Indiana employee, you impact the well-being of Indiana’s communities every day.  The Salary for this position is commensurate with education and experience.


Next Level benefits at the State of Indiana are here! Be sure to review our expanded benefit package offerings below.


About the Indiana Department of Revenue:
The Indiana Department of Revenue Agency & Business System Support Division. is responsible for providing service and support to Indiana Tax paying customers. This is a fabulous opportunity to join a team named IndyStar Top Workplaces for four straight years - 2019, 2020, 2021, & 2022- where we learn, have fun and are committed to providing the Best-in-Class Customer Service.



The salary for this position traditionally starts at $53,222.00 but may be commensurate with education or work experience.


Role Overview:

 As the Customer Service Workforce Management Analyst, you will perform short and long-term contact center forecasting, and complex data analysis to determine staffing targets, and call volume trends and provide recommendations to improve performance. You will develop effective schedules to support core responsibilities while balancing the needs of new product launches and testing initiatives and special projects. As the Workforce Management Analyst you must be thoroughly abreast of all movements in staffing requirements and plan to achieve goals with effective scheduling and levers to ensure service-level needs are met while recommending ways to improve performance. You will also be considered the technical expert on the team and will coordinate system implementations for workforce management software.


Employees may access Federal Tax Information while performing daily job duties.  All taxpayer information, federal and state, obtained by an employee in the performance of his/her duties is confidential and not to be shared with anyone outside the Department, except as specified by the Indiana Statute.  Any employee or officer of the Department of Revenue who accesses tax information without a business reason, unofficially or without approval, will be dismissed from employment.



About The Job:

 The primary function of this role is to develop short-term and long-range multi-year forecasts and conduct quantified statistical analyses on current and future contact center workforce trends using forecast modeling, capacity planning, collaboration, and effective communication.

A Day in the Life

The essential functions of this role are as follows:


  • Develop and maintain customer service forecast inbound scheduling procedures with 85% schedule efficiency.
  • Compile, track, and analyze customer service workload drivers, integrating them into the model to improve forecasting and scheduling accuracy and understand the impacts of various business strategies.
  • Provide robust problem-solving and analytical capabilities to identify performance improvement opportunities, root causes, and solutions.
  • Facilitate weekly meetings and provide staffing recommendations to optimize operational efficiency.
  • Responsible for maintaining monthly forecasts, staffing plans, and predicting hiring triggers.
  • Create daily, weekly, and monthly base schedules and forecasts by analyzing demand.
  • Create and maintain Workforce Management (WFM) process and procedure documentation.
  • Responsible for proposing and communicating changes to scheduling policies in terms of the value proposition.
  • Provide accurate and timely analysis regarding workload and service performance.
  • Make recommendations for new or updated customer service center and IVR technology and process improvements to reduce costs. 


This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Other duties, responsibilities, and activities may change or be assigned at any time. 

What We're looking For

A bachelor's degree is preferred but not required. 3-5 years of relevant experience will be considered in place of education. 

What You'll Need For Success

  • Bachelor’s Degree.
  • Four to five years of relevant experience.
  • Strong analytical skills in call volume, employee workloads, and staffing optimization.
  • Experience using analytical and management reporting tools.
  • Ability to effectively manage and successfully assignments and projects.
  • Strong attention to detail.
  • Demonstrates ability to identify and solve process challenges through training, analysis of performance metrics, and use of advanced optimization techniques.
  • Demonstrated ability to collaborate effectively with management and staff.
  • Ability to multi-task and maintain composure in a fast-paced work environment.
  • Strong written and oral communication skills.

Supervisory Responsibilities/Direct Reports:

This role may serve as a team lead for an assigned work group.


Benefits of Employment with the State of Indiana

The State of Indiana offers a comprehensive benefits package for full-time employees which includes:

  • Four (4) medical plan options (including RX coverage) and vision/dental coverages
  • Wellness program (offers eligibility into a discounted medical plan)
  • Health savings account (includes bi-weekly state contribution)
  • Deferred compensation account (similar to 401k plan) with employer match
  • Two (2) fully-funded pension plan options
  • Group life insurance
  • Employee assistance program that allows for covered behavioral health visits
  • Paid vacation, personal and sick time off
  • Competitive leave policies covering a variety of employee needs
  • 12 company paid holidays, 14 on election years
  • Qualified employer for the Public Service Loan Forgiveness Program
  • New Parent Leave
  • Free Downtown Parking


Equal Employment Opportunity:

The State of Indiana is an Equal Opportunity Employer.  Reasonable accommodations may be made to enable individuals with disabilities to interview and perform the essential functions of this role.

Current Employee? Click here to apply.

Nearest Major Market: Indianapolis