Workforce Optimization Analyst- Skokie, IL

Hourly Pay Range

$24.86 - $37.29 - The hourly pay rate offered is determined by a candidate's expertise and years of experience, among other factors.

Position Highlights

• Sign on bonus: N/A
• Position: Workforce Optimization Analyst
• Location: Skokie, IL
• Full Time/Part Time: Full-Time
• Hours: Monday-Friday: 8:30 am - 5:00 pm
• Required Travel: N/A
  
  

A Brief Overview

The Workforce Optimization Analyst reports directly to the Sr Manager of Workforce Optimization. This role is responsible for ensuring that the call center operates efficiently by optimizing staff scheduling, forecasting call volumes, and analyzing workforce performance data. This role involves creating staffing models, generating reports, and utilizing workforce management (WFM) tools to balance resources with call demand, minimizing wait times, and maximizing agent productivity.

The WFO Analyst works closely with operations teams to forecast staffing needs, develop schedules, and adjust them in real-time based on changing business demands. This position also focuses on analyzing trends in call patterns, service levels, and key performance indicators (KPIs) to make informed decisions that enhance the customer experience while improving operational efficiency.

Additionally, the WFO Analyst provides recommendations to management on process improvements, resource allocation, and system enhancements. The ideal candidate has strong analytical skills, proficiency in WFM tools, and a deep understanding of call center operations to ensure optimal resource utilization and service delivery.

What You Will Do

• Workforce Planning and Forecasting
  
  

Forecast Call Volumes and Staffing Needs. Analyze historical data and trends to forecast future call volumes, handling times, and customer demand across various shifts and channels. Develop long-term and short-term staffing forecasts to ensure adequate coverage, taking into account factors such as seasonality, marketing campaigns, and special events.

Develop and Maintain Staffing Models. Create dynamic staffing models that account for varying workloads, agent availability, and service level agreements (SLAs). Adjust staffing forecasts as needed to account for changes in business operations or unplanned events such as outages or system upgrades.

Generate Real-Time and Intraday Adjustments. Monitor real-time call volumes and agent activity to make immediate adjustments to schedules as needed, ensuring optimal staffing levels and service performance throughout the day. Recommend overtime or additional shifts when there are unplanned spikes in call volumes or customer demand.

• Scheduling and Capacity Management
  
  

Create and Maintain Agent Schedules. Design and implement agent schedules that balance business needs with agent preferences and contractual obligations (e.g., full-time vs. part-time, shift rotations, breaks, and time off).

Ensure that schedules optimize coverage during peak hours while minimizing underutilization during quieter periods.

Monitor and Adjust Schedule Adherence. Track agent adherence to assigned schedules, including log-in and log-out times, breaks, and shift start/end times. Work with supervisors and agents to correct adherence issues and improve time management.

Administer Time-Off Requests and Shift Swaps. Manage and process time-off requests, shift changes, and schedule adjustments in a way that minimizes disruptions to service levels. Ensure that time-off policies are followed and that any approved requests are accounted for in staffing forecasts.

• Performance Monitoring and Analysis
  
  

Analyze Workforce and Operational Performance Data. Review performance metrics such as service level, average handle time (AHT), occupancy rates, and customer satisfaction (CSAT) to identify opportunities for operational improvement. Conduct trend analysis to understand the impact of workforce management decisions on call center performance and resource utilization.

Generate Workforce Performance Reports. Prepare detailed reports that summarize call center performance metrics, including staffing efficiency, productivity, service levels, and KPI compliance.

Present workforce-related insights and recommendations to management and operational teams to inform strategic decision-making.

Monitor Key Performance Indicators (KPIs). Track and monitor KPIs such as first-call resolution (FCR), average speed of answer (ASA), and adherence to service level agreements. Analyze gaps between forecasted and actual performance, recommending corrective actions to optimize workforce utilization.

• Workforce Optimization Tools and Systems
  
  

Utilize Workforce Management (WFM) Tools. Leverage WFM software to automate forecasting, scheduling, and real-time workforce adjustments. Ensure data accuracy and system integrity by regularly updating agent profiles, historical call data, and forecast parameters within the WFM tool.

Implement Automation and Efficiency Solutions. Explore and implement new technologies and processes that enhance workforce optimization and improve efficiency in managing agent resources. Collaborate with IT and software vendors to troubleshoot issues and optimize system performance.

Provide WFM System Training and Support. Train supervisors and team leads on WFM tools, dashboards, and reporting functionalities to ensure smooth adoption and utilization of these systems. Provide ongoing support and troubleshooting assistance for workforce management software and tools.

Perform other duties as assigned.

What You Will Need

• Associates Degree Preferred
• 2 Years Call Center Workforce Management experience required
• Experience in contact center workforce management and analysis programs
• Exceptional written and verbal communication skills
• A strong understanding of the contact center environment and the role workforce management plays in the attraction, retention, and performance of high-quality employee talent
  
  

Benefits

• Career Pathways to Promote Professional Growth and Development
• Various Medical, Dental, and Vision options
• Tuition Reimbursement
• Free Parking at designated locations
• Wellness Program Savings Plan
• Health Savings Account Options
• Retirement Options with Company Match
• Paid Time Off
• Community Involvement Opportunities