Sr Workforce Management Analyst
Sr Workforce Management Analyst
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1 Vacancy
Job Description
POSITION SUMMARY
The Senior Workforce Management Analyst will be responsible for forecasting staffing needs optimizing agent schedules and monitoring performance metrics to support service levels and business goals. This role will also analyze customer feedback and call trends (CSAT NPS transcripts) to identify friction points and partner with Quality and Training to improve scripts workflows and resolution rates.
Additionally the Senior Analyst will collaborate with internal teams and external vendors to align on KPIs resolve performance issues and ensure consistent high-quality customer experience across all support channels. Strong analytical skills real-time management capabilities and attention to detail are essential for success in this role.
CORE FUNCTIONS
Forecasting and Planning:
o Analyze historical data and business trends as well as seasonal factors to predict future staffing needs.
Scheduling and Optimization:
o Develop and implement work schedules that align with forecasted needs and service level agreements.
Performance Monitoring:
o Track key performance indicators (KPIs) such as call volume service levels and occupancy rates to identify areas for improvement.
Real-time Management:
o Monitor work queues and agent availability in real-time to adjust schedules and staffing levels as needed.
o Recommend intra-day actions such as overtime or voluntary time off.
Data Analysis and Reporting:
o Analyze data to identify trends patterns and areas for optimization.
o Create reports and presentations to communicate findings.
Process Improvement:
o Recommend and implement strategies to improve workforce management processes and optimize resource allocation.
Collaboration:
o Work with other departments and cross-functionally to ensure effective workforce management practices.
Customer Experience Optimization:
o Analyze customer sentiment call patterns and feedback (via CSAT NPS surveys and call transcripts) to uncover pain points recurring issues or friction in the customer journey.
o Partner with Quality and Training teams to recommend changes to scripts workflows or processes that reduce customer effort and improve resolution rates.
o Use root cause analysis to identify systemic challenges and propose solutions that enhance satisfaction and loyalty.
Vendor & Internal Collaboration:
o Work closely with internal departments (Customer Service Quality Training IT) and external partners to align on KPIs resolve performance concerns and share best practices. Facilitate weekly and monthly performance reviews with vendors ensuring SLA compliance and addressing any service delivery gaps. Act as a liaison to ensure outsourced teams are fully integrated with RealTrucks expectations tools and valuesdriving consistency in customer experience across all support channels.
Ad Hoc:
o Complete other projects/duties assigned by leadership.
QUALIFICATIONS & REQUIREMENTS
Education and Experience
High School Diploma/GED required. Associate or bachelors degree in a related field preferred.
5 years of contact center operations experience (preferably customer service) or high volume environment required.
5 years of workforce administration experience highly preferred.
Experience with call center software a plus.
Experience with various WFM platforms.
Required Licenses
None.
Skills Abilities and Knowledge
Thorough knowledge of customer service policies processes and related systems within the call center environment required.
Cross Functional Collaboration: ability to work and partner cooperatively with others across and outside of the organization to achieve shared objectives.
Intermediate to advanced proficiency with Microsoft Excel required; proficient in Microsoft Office products.
Experience in contact center technology: Five9 Virtual Observer Community Kustomer NetSuite LivePerson Verint.
Analytical Skills: Strong ability to analyze data identify trends and draw conclusions.
Communication Skills: Excellent written and verbal communication skills for presenting findings and recommendations.
Problem-Solving Skills: Ability to identify and resolve issues related to workforce management.
Technical Skills: Proficiency in workforce management software scheduling tools and other relevant applications.
Organizational Skills: Ability to manage multiple tasks prioritize effectively and meet deadlines.
Attention to Detail: Accuracy and attention to detail are crucial for effective workforce management.
Forecasting: Ability to forecast staffing needs based on historical data and business.
Ability to work independently or with others in a fast-paced environment with constant interruptions
Ability to meet and exceed deadlines.
Travel
Minimal travel required; less than 5%.
COMPETENCIES
Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change delays or unexpected events.
Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs workflows and procedures.
Follows instructions responds to management direction; Takes responsibility for own actions; Keeps commitments; commits to long hours of work when necessary to reach goals. Completes tasks on time or notifies appropriate person with an alternate plan.
- Focuses on solving conflict not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others ideas and tries new things.
Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
- Meets productivity standards; completes work in timely manner; Strives to increase productivity; Works quickly.
SUPERVISOR RESPONSIBILITIES
Individual Contributor: working team member with no oversight of others and no management responsibilities.
PHYSICAL REQUIREMENTS
This role is subject to Sedentary Work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift carry push pull or otherwise move objects. Sedentary work involved sitting most of the time. Walking and standing are required only occasionally.
Visual Acuity
The worker is required to have close visual acuity to perform an activity such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; expansive reading.
Working Conditions
This position operates in a professional office or remote environment. The role routinely uses standard office equipment.
Required Experience:
Senior IC
Employment Type
Full-Time
