Workforce Management Analyst
The Workforce Management Analyst is responsible for the daily efforts to provide a great customer and employee experience by effectively delivering real-time (intra-day) management with the purpose of optimizing resources to achieve business objectives. Key functional responsibility includes the ability to demonstrate a strong understanding of how planning/forecasting staffing requirements translate to the creation of optimal schedules and real-time (intra-day) management to support multi-department contact center operations. The ability to create forecasting and scheduling to that forecast is crucial. This position requires some evening and weekend availability as business needs arise.
Minimum Requirements
Bachelor’s Degree in a computer-related course preferred.
1 – 2 years of relevant work experience in workforce management or similar field preferred.
Working knowledge of workforce management systems.
Experience in forecasting in a contact center environment and scheduling to those needs is a plus.
Work Environment
- Clear Communication and Collaboration
- Employee Well-being and Work-life Balance
- Inclusive and Diverse Culture
Essential Functions:
- Provide real-time monitoring via available tools and workforce management techniques to make intra-day adjustments in an effort to maximize resource efficiency and achieve service level goals / business objectives.
- Perform continual analysis of current performance and call volume trends, noting recent historical trends.
- Conduct real-time re-forecasting to make necessary adjustments in staffing plans and coordinate with Operations teams to achieve service level goals / business objectives for a multi-site operation.
- Maintain constant communication with Operations teams to coordinate needed staffing adjustments based on current and forecasted results.
- Produce call volume forecasts on a daily, weekly, monthly, and annual basis for multi-site operation.
- Generate and evaluate staffing schedules, and ensure data updates into scheduling system.
- Generate short and long-term staffing models and provide recommendations based on analysis.
- Compare results to forecast and identify opportunities for improvement.
- Identify and provide insight to leadership on trends with call center activity.
- Analyze call center traffic and recommend changes in skillset distribution as required.
- Consults with IT on all telephony, changes to core workforce management software, and information system issues.
- Provide proactive communication and analysis to department leadership on any service delivery interruptions.
- Maintain an adequate problem resolution technique to handle internal and external issues analyzing and recommending client solutions.
- Leverage systems, applications, and departmental resources where feasible to enhance programs.
Competencies & Skills
- Excellent written and verbal communication skills
- Ability to work both independently and with others as a team player.
- Effective time management and organizational skills.
- Able to handle a high volume of work in a fast paced, busy environment.
- Works well under pressure to meet deadlines.
- Can adapt quickly to situations.
- Highly motivated and self-directed.
- Strong decision making skills.
- Positive outlook and results oriented.
- Computer literate with particular attention to details and accuracy.
- Proficient in Microsoft Office and relevant software.
