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Job Description The Workforce Management Analyst enters detailed data into workforce tools and applications to monitor the productivity of the call center agents to ensure service levels are met. This includes forecasting, creating, and adjusting schedules of staff as necessary and maintaining employee records within a workforce management tool.
Key Responsibilities
Maintains schedules and forecasting for call center staff across multiple channels (voice, webchat, email)
Prepares call center volume forecasting in 30-minute intervals, capacity planning, telephony administration, workflow and planning reporting, agent scheduling and intraday workforce management
Responsible for monitoring agent states and performance to proactively solution methods to increase agent utilization working with operations
Works with team leaders to allocate and schedule resources to best meet day to day project needs and contractually required service levels
Analyzes work volume variances to forecast and provides direction to adjust scheduling/staffing levels accordingly
Works with team leaders, trainers, and the quality team to coordinate schedules and effective process improvements to increase productivity
Required Qualifications
Bachelor's Degree or the equivalent combination of education, training, or work-related experience
Experience in a wide range of problem-solving situations requiring extensive use of data collection and analysis
Strong command of workforce management solutions, as well as at least two years' prior experience in a call center type environment
Candidates that do not meet the required qualifications will not be considered.
Additional Minimum Qualifications
Continuous improvement mindset of evaluating existing processes to find operational efficiencies
Strong analytical, reasoning, and problem-solving skills
Knowledge of contact center technology (ACD, IVR, and WFM) tools
