Workforce Analyst

Provide real-time monitoring via tools (Aspect WFM, Live Vox CMS,) and workforce management techniques 

Assists team with development of complex excel spreadsheets and query tools, automation formulas, and custom formatting of reports 

Identifies opportunities for process improvement via SQL, Macro automation 

Manage agent scheduling (i.e., shifts, training, vacation, meeting, overtime, exceptions,) to ensure that daily service level objectives are met 

Perform root cause analysis when action plans do not net desired results 

Complete and manage schedule exceptions/adjustments for the company daily 

Create reporting relating to all labor data and conduct labor analysis 

Ensure service level targets are met; maintain the right headcount and calculate capacity 

Improve processes and increase efficiency of operations by recommending necessary changes 

Undertake majority of call forecasting and agent scheduling for the Centre. 

Serve as first point of contact and liaison with IT support to quickly escalate and resolve system issues and minimize downtime. 

WFM Experience within the BPO 

Be familiar with WFM applications 

3 -5 years serving in the same capacity 

Experience managing high volume and staffing forecasts in excel- report that involves linking worksheet across multiple workbooks