Workforce Management Analyst, Call Center
Workforce Management Analyst, Call Center
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Salary Not Disclosed
1 Vacancy
Job Description
At Portfolio we pride ourselves on our responsive innovative efficient and sincere service standards (R.I.S.E).
** LOCAL APPLICANTS WILL BE CONSIDERED FOR INTERVIEW**
We are seeking dedicated professionals who are passionate about making a difference in the workforce management process.
In addition to offering a hybrid work schedule Portfolio offers a comprehensive benefits package:
- Paid Company Holidays
- Paid Time Off including Flex Time (40 Hours of additional Paid Time Off) and Volunteer Time.
- Health/Dental Visions Insurance
- Life Insurance & Short-Term Disability
- Tuition Reimbursement
- Referral Bonus
- 401(k)
- Monthly Associate Breakfasts
- Reputation Management Program Monetary Prizes for Positive Online Reviews
- Hybrid/Flexible work schedule
- Additional associate perks
If youre ready to be part of a dynamic team that values integrity and excellence apply today and help us redefine the workforce management experience! Join Our Team at Portfolio!
Local applicants will be considered as this role does require on-site work at Portfolios Farmers Branch TX office location for a period of time before transitioning to a hybrid schedule.
- Applicants must have Workforce Management Tool/Software Experience (Five9 NiCE IEX Genesys Pipkins Amazon Connect AVAYA Verint) etc.
- Applicants must have Call Center/ Claims Center or related Workforce Management Experience.
- Applicants must have advanced working knowledge of MS Excel Pivot table experience for reporting purposes.
Compensation:
- $77k Annually Commensurate with Experience. Comprehensive Benefits!
Work schedule:
- Schedule: Monday-Friday 9:00 am - 6:00 pm CST preferred with some flexibility.
- Hybrid Schedule: This position requires initial in-office work at our Farmers Branch TX office prior to transitioning to a hybrid schedule. Tentative hybrid schedule Tues Wed Thurs in office: Mon and Fri remote.
Job Summary & Objective:
Under the supervision of the Director Workforce Management the Workforce Management (WFM) Analyst will ensure that schedules are created to meet operational goals and optimize productivity provide real-time operational support to the claims lines of business and manage rules of engagement relative to contact center volume and staffing fluctuations. This position will also assist with the development of a master workforce plan with interval staffing levels projected incorporating absenteeism assumptions and advance off-phone activity (OPA) planning and optimized through the scheduling of break/lunch periods.
The WFM Analyst will partner with operations leaders and provide support to the WFM Leader identifying opportunities for flexing staff levels up/down based on operational/production requirements. The WFM analyst will generate daily staffing and other related workforce management reports. The net line report will be utilized by the WFM Leader to make operational decisions on staffing levels and will be updated to reflect actual interval staffing levels throughout the day.
Essential Functions:
- Works to improve workforce management effectiveness by scheduling and partnering with the WFM Leader on forecasting associate requirements and aligning schedules to best meet business needs.
- WFM Analyst will assist with the implementation and optimization of the usage of WFM tools within a contact center/customer service environment.
- Assist the WFM Leader in creating processes optimizing break/lunch times and scheduling of all off-phone activities and daily report on planned staffing levels by interval (a net lines report).
- Works with operations leaders and teams to adhere to support processes to ensure alignment on business processes and consult on off-phone activities (off-phone work meetings training etc.).
- Provides the WFM Leader and Business Unit leaders with interval staff level reports for reconciliation during the actual day of operations.
- Tracks and analyzes all work (phone email chat and claims) arrival patterns and processing times (i.e. AHT) and ensures daily forecasts are accurate and up to date.
- Responsible for providing suggested shifts for hours of operations and providing shifts to be assigned to vendor new hires.
- Responsible for real-time monitoring rules of engagement and daily activities:
- Incoming volumes (i.e. calls opened claims and emails)
- Productivity (Handle time after call work and hold times.
- Adherence to associate scheduled activities focusing on Phone time processing time and email time.
- Alert operational leaders of staffing discrepancies and actuals to forecast impacting service and utilize levers based on rules of engagement.
- Generates holiday and vacation special shift/schedules to be bid/assigned.
- Develops and maintains an integrated weekly resource plan for production new hires in training and forecasted resources (current and planned).
- Accountability for key performance indicators (KPIs):
- Staffing: Adherence to schedules Attendance and Conformance (Hours worked compared to hours scheduled)
- Productivity: Utilization Contacts/hour and Occupancy rate.
- Assist the Director WFM by distributing reports service level mitigation and ad-hoc analysis.
- Participates in the daily debrief on prior day performance to identify any scheduling projections or shift options that may have contributed to performance gaps.
- Monitor real-time for schedule adherence and alert leaders to manage service levels.
- Assists with routine staffing analysis compilation to determine the root cause of productivity and service failures.
Additional Responsibilities:
- Participate in meetings and conference calls as needed.
- Attend training sessions to acquire/enhance skills related to programs offered.
- Perform other incidental and related duties as required.
- Assist other departments as needed.
Education and Qualification Requirements:
- High school diploma required
- Minimum 3 years experience in a customer service environment
- Proficiency in Microsoft Office applications including Word Excel Access or other spreadsheet applications
- 2-3 years of scheduling experience in a contact center environment
- 2-3 years experience with telephony systems (i.e. Five 9 AVAYA Genesys Amazon Connect etc.)
Required Knowledge Skills and Abilities:
- Strong organizational and time management skills.
- Strong analytical and problem-solving skills
- Excellent communication and interpersonal skills
- Ability to work independently and as part of a team
- Respond well to coaching and supervision
- Excels in a fast-paced work environment
- Ability to adapt to changing business needs and handle unexpected situations
- Ability to work flexible hours
- Travel is typically not required but if needed will be no more than 10%
Work Environment and Physical Requirements:
- Normal office environment.
- Vision acuity is required to include close vision color vision distant vision and the ability to adjust focus.
- Ability to grasp objects such as a telephone or a computer mouse finger dexterity to use a keyboard calculator and standard office equipment.
- Ability to walk stand reach with hands and arms; stoop kneel crouch and lift up to 25 pounds.
- Ability to frequently sit for extended periods of time.
- Ability to hear and talk both in person and by phone.
- Ability to spend extended hours in front of a computer screen.
- Ability to travel by plane or car - No more than 10%
Required Experience:
IC
Employment Type
Full-Time
