Workforce Management Analyst

Job Summary

Responsible for analysis, forecasting, and scheduling as it pertains to activities associated with Sales & Service Center Associates as well as the upkeep of the Workforce Management tool. You are the first point of contact for workforce issues revolving around availabilities, shift opportunities, initial entries into scheduling software and forecasting issues. You'll assist with the development of the business planning for department operations, including hiring plans, timing of training and budget development. This role is responsible for the ongoing implementation and ownership of the configuration and utilization of workforce management systems. Partner with the Manager of Workforce to provide direction to meet internal and external customer demands. This position is the lead contact for the departments’ current and future projects as it pertains to the above.

Essential Duties And Responsibilities

• Provide first point of contact service for escalated questions from the Workforce team and internal customers. Research and track trends internally-generated errors to identify individual coaching and development opportunities as well as clarification of processes
• Facilitate collaboration between data points to identify root causes, develop solutions and/or recommend courses of action. Create reporting from multiple data points
• Effectively advise leadership regarding the use resources across multiple LOBs and sites to meet customer expectations and cost-containment objectives
• Partner with other departments on reporting/staffing reviews for upcoming initiatives
• Partner with workforce analyst to enhance their knowledge and workforce skills. Provide training guides as needed
• Utilize Excel, CMS, and SQL (as applicable) to run, manage and assist with authoring reports
• Assist Workforce Manager with reporting
• Partner with Marketing to understand competitive positioning and impacts to forecasting opportunities
• Provide data to maintain budgeted cost per call requirements and present schedules that meet or exceed requirements
• Provide daily/weekly/monthly operations reports at enterprise and site levels detailing sales and service center KPI’S, costs, etc.
• Produce reports that capture attrition rates and trends
• Provide input to prepare yearly budgets for the Sales and Service Center
• Establish and maintain an incoming call forecast of (TBD% and meet those standards TBD% of the year)
• Establish the Sales and Service Center measures around abandoned, utilization/occupancy rates and other metrics and KPI’s and meet those standards (TBD%) of the time every year
• Analyze data for trends in call patterns, product variability, turnover, hiring, etc.
• Present daily, weekly, monthly and quarterly resulting for KPIs and forecasts
• Provide data to help develop recruiting and hiring strategy for all roles within the Sales and Service Center support groups and report results
• Present results on system outages, incident reports, etc. and analyze trends and partner with IT to resolve
• Experience using IEX in all applicable workforce management capacities
• May perform other duties and responsibilities as assigned
  
  

JOB QUALIFICATIONS: Education & Experience Requirements

• High School diploma or equivalent
• 2-4 year’s work experience in a high-volume Call Center or related industry with working knowledge as it relates to forecasting, scheduling, trending and analysis in a Call Center environment
• Hands-on operation experience with a Workforce Management System and/or Call Center reporting system required
• Experience using CMS with the ability to create models, customize reports, and depict important information extracted from data in a clear and creative way
• Possess math skills sufficient to perform required duties,
• Or an equivalent combination of education, training or experience