The Workforce Management Analyst is responsible for intra-day management which includes monitoring queues, reallocating resources, making last minute schedule adjustments and the reforecast of call volumes.
•Real Time Management Activities – Identify and coordinate real-time phone/non-phone activities such as overtime, meetings, training, and special projects. Plan all training, project time, and off-phone activities, and special events and input into WFM tool to ensure an accurate view of staffing availability. Coordinate with other departments, on a regular basis and as needed, to manage outages, special campaigns, etc. and to assure required non-phone activities are properly prioritized and scheduled within acceptable time frames.
•RTM Schedules – Ability to identify changes in call volume and adjust resources according to meet the service level goals. Optimize scheduled breaks and lunches as resource requirements change, determine need for extra hours and/or leave early, assess availability for offline functions and approve/deny as required. Recommend real-time schedule changes and identify efficiency opportunities. Assist WFM Supervisor with creating schedules for new hires and to reallocate resources when workload requires. Review and respond to all schedule change requests. Update schedules with last minute changes. Assist with the creation of all schedule runs and schedule bids/changes.
•Time Off Administrator—Process preplanned time off requests based on the needs of the business. Administer the call center’s vacation and personal day allocation including annual and month-to-month management of allotments and approvals.
•Reporting – Provide reporting on absenteeism and schedule deviation while identifying trends and potential resolutions. Provide ad-hoc reporting as requested. Provide real-time Evaluate, audit, and process various forms of data linked to the call center and performance.
•Analysis -- Determine appropriate time for re-forecasts throughout the day to allow for appropriate shifts in workload and calls based upon volume, available staff and other business influences. Assist with analysis to interpret operational trends and aid in creating recommendations for possible improvement strategies based upon customer satisfaction trends.
•Technology Administration-Assist WFM Supervisor in maintaining WFM software tool (system access, agent set up, archiving reports, deleting old runs, etc.). Assist with documentation and workflows for IVR routing and telephony routing and setups.
•Bachelor’s Degree or equivalent work experience in call center operations
•Minimum of five years of experience in call center environment
•Minimum of two years experience working with WFM concepts preferred
•Knowledge of WFM software (Genesys preferred)
•Experience with ACD/switch and associated reporting systems preferred
•Advanced knowledge of Windows based software required with strong proficiency in Word and Excel spreadsheets applications. Knowledge of Access a plus.
•Strong analytical, professional, organizational and time management skills required.
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.