About the Business LexisNexis Risk Solutions is the essential partner in the assessment of risk. Within our Business Services vertical, we offer a multitude of solutions focused on helping businesses of all sizes drive higher revenue growth, maximize operational efficiencies, and improve customer experience. Our solutions help our customers solve difficult problems in the areas of Anti-Money Laundering/Counter Terrorist Financing, Identity Authentication & Verification, Fraud and Credit Risk mitigation and Customer Data Management. You can learn more about LexisNexis Risk at the link below, risk.lexisnexis.com About our Team A lean team of super-smart, super-hard working, who collaborate closely to produce a valuable service. About the Role The Workforce Analyst Supervisor role is essential for day-to-day contact center management of the consumer center and VitalChek operations workforce management team. This supervisor role manages all components of workforce and speech analytics analyst roles, ensuring optimal staffing levels within ops, efficient call capacity calculations, and adherence to service level targets. Responsibilities Analyze staff deviations. Develop center, team and individual productivity reports and validate metrics to ensure staff productivity and occupancy are maintained. Participate in end-to end implementation planning to include change management, training and support. Review/audit short- and long-term staffing/volume analysis completed by the Sr WFM Analyst who utilizes business and systems expertise to optimize the most efficient/timely workforce coverage for call volumes applying queuing theory, including management and capacity models and future reporting for capacity plans. Includes back-office functions (email, chat, and mail etc.) Review/audit forecast and plan completed by the Sr WFM Analyst who utilizes call volumes and capacity models by type and team. Analyze staff deviations. Participate in end-to end implementation planning to include change management, training and support. Drive to achieve world class call metrics (Average Speed of Answer, Average Handle Time, First Call Resolution, Top Level Quality, etc.) Review daily, weekly and monthly call reports that are utilized by front line agents up through senior leadership. Collaborate with Internal Business Intelligence team to identify/resolve inconsistencies in data and areas of improvement. Compile data from various sources to generate reports on a daily, weekly, and monthly basis as well as ad hoc reports. Work with leadership teams across two lines of business. Provide consistent and open communication to coordinate processes to meet the operational and strategic needs of the call center. Advise on potential opportunities or hazards that affect the business' ability to meet goals. People Management of existing WFM Analysts including monitoring/approving PTO, conducting 1:1, annual reviews, coaching/career development and other duties as assigned by senior leadership. Responsibilities Requires a bachelor's degree in business or related field or equivalent experience. Minimum two years experience as an analyst, planner, forecaster, preferably within in a call center resource planning environment required. Minimum 2-5 years experience in a Sr WFM Analyst and/or Leader role Experience with scheduling, forecasting, and workforce management software (Verint and/or Five9/Nice Preferred) Strong skills with MS Office applications; Excel, Access, and Visio Working knowledge of data analysis Proficient with COPC standards Experience with forecasting methods and concepts Real-time management methodologies and techniques Learn more about the LexisNexis Risk team and how we work here #LI-AR1 #LI-Remote At LexisNexis Risk Solutions, having diverse employees with different perspectives is key to creating innovative new products for our global customers. We have 30 diversity employee networks globally and prioritize inclusive leadership and equitable processes as part of our culture. Our aim is for every employee to be the best version of themselves. We would actively welcome applications from candidates of diverse backgrounds and underrepresented groups. We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form: https://forms.office.com/r/eVgFxjLmAK , or please contact 1-855-833-5120. Please read our Candidate Privacy Policy. At LexisNexis® Risk Solutions, our seven brands span multiple industries providing customers with innovative technologies, information-based analytics, decisioning tools and data management services that provide market-specific solutions. Approximately 10,000 employees in offices throughout the world support our brands by serving customers in more than 190 countries. . LexisNexis® Risk Solutions is part of RELX, a global provider of information and analytics for professional and business customers across industries. For more information, please visit www.risk.lexisnexis.com and www.relx.com.