Job Description:

Role
The Workforce Management Analyst plays a pivotal role in ensuring exceptional customer and employee satisfaction through precise real-time resource management on a daily basis. They are adept at understanding the intricacies of staffing needs, seamlessly translating them into meticulously crafted schedules, and executing real-time adjustments to support the dynamic operations of multi-department contact centers. Proficiency in forecasting and scheduling based on accurate projections is essential for success in this role. This includes providing management and analysis of business data for use in decision making and organizational efficiency improvement initiatives. Provides consulting associated with assessing and valuing new business opportunities for the department. Assess day to day forecasting data and recommendations on staffing and scheduling.

Essential Duties & Responsibilities

• Compare actual call volume and AHT to forecasts to set appropriate staffing levels.


• Analyze call volume, AHT, and attendance trends to anticipate staffing needs.


• Utilize real-time monitoring and workforce management techniques to adjust staffing throughout the day for maximum efficiency and meeting service level goals.


• Continuously analyze performance and adjust staffing plans in real-time to meet service level goals for multi-site operations.


• Maintain open communication with Operations teams for timely staffing adjustments based on current and forecasted data.


• Create daily, weekly, monthly, and annual staffing forecasts.


• Develop and assess agent staffing schedules, ensuring data accuracy in scheduling systems.


• Generate staffing models for various scenarios and provide recommendations based on service level goals and AHT.


• Identify improvement opportunities by comparing actual results to forecasts.


• Prepare staffing data to support the annual contact center budgeting process.


• Serves as a liaison between IT and the Call Center to review projects, requests and functions to identify opportunities for performance or efficiency improvement.


• Integrates data from multiple data sources or functional areas, ensures data accuracy and integrity, and updates data as needed. Writes queries/reports to provide data for various analytical projects. Review queries/reports for accuracy and completeness and alignment with project requirements before publishing. Maintain query/report inventory to include documentation, testing and implementation controls.


• Identifies business trends, conducts root cause analysis of business processes, draws conclusions about business operations, and suggests changes or improvements that could improve performance, efficiency, quality or compliance of operations.


• Create automated test cases to support department testing initiatives.


• Build out and manage all Work Force Planning functions included but not limited to, Call Outs,


• Performs other duties as assigned.


• Participate in proactive team efforts to achieve departmental and company goals.


• Must comply with current applicable laws, regulations and bank policies and procedures. Comply with all safety policies, practices and procedures. Report all unsafe activities to supervisor and/or Human Resources.

Knowledge & Skills
Experience

• Performs work under direct supervision. Handles basic issues and problems, and refers more complex issues to high-level staff. Possesses beginning working knowledge of subject matter expert.


• Minimum of two years of experience in performing WFM functions (specifically real-time management) in a multi-department/site contact center environment preferred.


• Experience with WFM software (Talkdesk (preferred), NICE/IEX, etc.) that includes real-time adherence preferred.


• SWPP certification for workforce management is preferred


• Experience using Microsoft Office products, Power BI, SQL or similar.

A Bachelor's degree is preferred

Skills

Ability to work as part of a team. Analytical thinking skills. Statistical knowledge. Technical expertise. Computer skills. Detail oriented. Ability to meet deadlines. Mathematical skills, Project Management skills.
Preferred: Data Science Background

Physical Requirement

Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs. Must be capable of climbing / descending stairs in emergency situation. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours whenever required or requested by management.

Regular in-office attendance required.

Mental and/or Emotional Requirements

Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to complete complex mathematical calculations and spell accurately. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.

CapFed® is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.