Workforce Management Analyst

We at Coforge are hiring Workforce Management Analyst with the following skillset:

• Responsible for real-time and/or intraday management of resources to ensure the correct number of agents at the right times are in their seats to answer an accurately forecasted volume of incoming calls at the desired service level.
• They will work with management across engagements to ensure adequate staffing, workflow monitoring, and contingency plans take place throughout the day.
• Coordinates appropriate staffing allocation and availability of call center staff to achieve established service level agreements effectively and efficiently.
• Utilizes workforce management systems to monitor agents scheduled vs actual states and partners with leadership to act based on these observations.
• Monitors the call flows for multiple call queues to ensure optimal staffing levels
• Identifies and captures trending call drivers with impacts on agent average handle time or increased/decreased call volume.
• Runs and analyzes reports volume to forecast and agent absence to make recommendations for adjusting staffing levels to meet departmental productivity and profitability goals.
• Facilitates real-time discussions with necessary stakeholders.
• Processes daily exceptions requests, schedule updates, and agent skill priorities.
• Responds to escalated issues and ad-hoc requests.
• Coordinates scheduled trainings, meetings, and other off-phone events.
• Proactively recommends overtime, voluntary time off, training times, etc. based on trending patterns and volumes.
• Helps with the integration and implementation of new call center technologies.
• Performs other duties as assigned.

Minimum Requirements:

• High School Diploma or GED required; higher education preferred.
• Strong ability to prioritize workload, meet deadlines, and manage multiple tasks with attention to detail.
• Effective communicator, capable of presenting call center data and forecasts clearly to employees at all levels.
• Demonstrated problem-solving skills.
• Exceptional organizational abilities.
• Excellent interpersonal and communication skills.
• Must exhibit professionalism, enthusiasm and a positive, team-oriented attitude.
• Must possess a moderate proficiency with Microsoft Excel.
• Capability to identify and take ownership of an issue and have the confidence to analyze and understand it and to recommend actions.
• Self-directed and able to work without close supervision in accordance with assigned duties.
• Educational background in mathematics or statistics preferred, with some college-level coursework completed.
• 1 year of experience in trend analysis.
• 1 year of workforce management experience in a call center environment.
• Knowledge of Automatic Call Distribution (ACD) technology and experience with forecasting and scheduling software.