Workforce Management Analyst - Full Time - Call Center (On Site)

Responsibilities/Purpose

The Workforce Management and Reporting (WFM) Analyst will be responsible for analyzing and reporting on contact volumes and handle times for a multi skilled contact centers and creating schedules that will allow the center to meet its service level sales abandonment training and budgetary goals. The WFM Analyst must be proactive hardworking and able to meet deadlines within a fast paced and dynamic environment.

Job Functions:

• Adjusts weekly schedules based upon forecasted contact volume and handle times. Approves and schedules time off and overtime based upon the active forecast and intraday. Assists with maintaining annual vacation schedules based upon forecasts and training needs.
• Assists with gathering and analyzing data of the shift/holiday bids. Also assists with the production and distribution of the shift/holiday bids.
• Ensures that service level abandonment occupancy and cost per minute goals are met by monitoring and making adjustments to schedules based upon the active forecast and intraday statistics.
• Monitors activities and assures that agents are adhering to their posted schedules.
• Schedules trainings buzz sessions briefings team meetings and all other off phone activities based upon the active forecast and intraday statistics.
• Responds to all requests from internal and external management and supervisors professionally and in a timely manner through various communication channels including but not limited to phone calls emails and instant messaging.
• Reallocate contact volume based upon intraday between different workgroups and contact centers.
• Assists with creation of custom reports for management based upon their requests and department needs. Tracks statistics for all department pilots and projects.
• Maintains and distributes all departmental productivity reports based on data by agent team department and/or contact center.
• Maintains agent information within all departmental databases.
• Assists with maintaining and creating agent profiles within scheduling application.
• Processes attendance FMLA/LOA and assists with payroll tracking to ensure timeliness and accuracy is at the highest standard.
• Processing of same day absenteeism and adjust schedules to optimize staffing.
• Creates and distributes WFM hourly daily and weekly productivity reports.
• Participates in WFM daily buzz sessions and monthly team meetings.

• Assists in maintaining data records.

• Monitors creates and distributes agent adherence reporting.

• Assists in creating departmental standard operation procedures.

• Assists with mentoring and training WFM team members.

• Assists with submitting IT help desk tickets.

• Communicating with internal and external leadership regarding business or staffing challenges with proposed action plan.

• Participates in mentorship with WFM Analyst II to expand skillset.

Essential Requirements:

Education:

• High school graduate or equivalent required.

Experience:

• 1-3 years contact center experience including 1 year customer service-oriented job experience. Reporting and WFM software knowledge.

Abilities:

• Advanced knowledge of MS Word MS Excel and MS Outlook.
• Must have a thorough knowledge of the WFM processes including scheduling and daily management.
• Excellent leadership organizational listening interpersonal analytical written and verbal communication skills required. Excellent developmental and motivational skills required.
• Must have good mathematical skills and a basic understanding of contact center and workforce management terminology and contact center productivity metrics.
• Able to work independently collaborate with team members and be proactive with minimal supervision.
• Knowledge of computer telecommunications functions and systems customer service and telemarketing.

• Must demonstrate an upbeat and positive disposition.
• Must be a highly motivated and independent thinker.
• Must be able to handle multiple tasks and prioritize in a high volume and fast paced environment.
• Must be able to work a flexible schedule including holidays weekends and nights.

Desired Skills:

• Knowledge of IEX or other scheduling software preferred.
• Intermediate level of PowerBI SQL Access or VBA.
• Experience with forecasting scheduling reporting or monitoring for a contact center.

Disclaimer:

This is not necessarily an exhaustive list of all responsibilities skills duties requirements efforts or working conditions associated with the job. While this is intended to be an accurate reflection of the current job management reserves the right to revise the job or to require that other or different tasks be performed when circumstances change (e.g. emergencies changes in personnel workload or technical developments).