Workforce Analyst

Position Objective:

The Workforce Management Analyst works to improve workforce management effectiveness by scheduling and forecasting for our fast-growing customer contact center. Successful candidates will also implement and optimize the usage of Workforce Management tools within a multi-channel contact center environment. One of the main functions of this position is forecasting our staffing needs, so you will need to consider the contact volume, headcount requirements, and time-off requests. This also requires real-time monitoring and oversight of our employees.

Major duties and responsibilities:

• Use Workforce Optimization (CX One) software to improve efficiency
• Assist with scheduling and process time-off requests
• Generate reports to show changes to productivity or performance 
• Provide updates on efficiency to Contact Strategy Leaders
• Uphold a high standard of customer service through real-time monitoring and other methods
• Utilize specialized software tools to manage and determine optimal staffing requirements, staffing counts, optimal work schedules and meet multi system requirements for service level objectives, forecast staffing levels for multiple call center teams.
• Work with Contact Strategy and senior management to accurately forecast call volumes, analyze historical call volume and assist with training scheduling and new hire numbers.
• Analyze call center performance history to determine shrinkage, adherence and occupancy goals as well as optimum off production activities.
• Project staffing requirements to meet service levels by forecasting both short- and long-term call volume Forecast call volumes and staffing requirements based on historical data, trends, and business needs.
• Create and maintain accurate staffing schedules to ensure optimal coverage and service level targets are met.
• Monitor real-time adherence to schedules and make necessary adjustments to optimize productivity.
• Analyze call center data and provide insights to identify opportunities for improving operational efficiency and performance.
• Collaborate with call center managers and supervisors to identify and address staffing gaps and operational challenges.
• Develop and maintain effective communication channels with call center agents, providing timely updates on schedules and any changes.
• Maintain and update workforce management systems and tools to ensure accurate and up-to-date information

Required Skills:

• Organizational and communication skills
• Computer proficiency
• Process analytical skills in a call center environment
• Strong knowledge of Microsoft applications including Outlook, Excel, and Access with the ability to create and maintain databases.
• Knowledge of work force management tools and the Organizational and communication skills
• Computer proficiency
• Process analytical skills in a call center environment
• Strong knowledge of Microsoft applications including Outlook, Excel, and Access with the ability to create and maintain databases.
• Knowledge of work force management tools and the ability to maintain them
• Knowledge of Word and PowerPoint and the ability to use them to present to both internal and external contacts.

Education:

• Associate Degree or Bachelor’s Degree in Business/Administration, Statistics, Economics, Mathematics, Engineering or Computer Science

Skills needed for Workforce Management Analyst 

• Live Vox, IEX, ACD System, Excel, Workforce Management Calculations, Power Point, SQL, Access. 

Qualifications: 

• WFM Experience within the B.P.O Sector 
• Be familiar with WFM applications 
• 2 -5 years serving in the same capacity 
• Experience managing high volume and staffing forecasts in excel- report that involves linking worksheet across multiple workbooks