Workforce Management Analyst
3 weeks ago
In this role you will:
- Directly manage a team of Analysts and Planners.
- Identify, prioritize, and coach all direct reports in development areas.
- Create strategic recommendations to improve productivity while balancing service levels and costs.
- Ensure the enterprises are managing to intraday staffing requirements.
- Have responsibility for development, analysis, and implementation of agent staffing, plans including re-forecasting requirements.
- Maintain accurate measures of forecasts, capacity plans, and schedule plans accuracy by individual analysts as well as globally.
- Ensure that forecasts, capacity plans, and schedules are generated in a timely and precise fashion.
- Own planning, design and implementation of a Workforce Management System, including the creation and/or implementation of processes.
- Ensure reports showing key efficiency, performance, and quality metrics are accurate and available.
- Simulate different scenarios and develop contingency plans for unexpected events.
- Develop benchmarks using metrics, industry standards and original concepts.
- Configure data gathering systems, design and develop the means to capture and record data.
- Provides analysis/recommendations to Sr. Mgt, site Directors and SBUs.
We are looking for someone who has:
- A Bachelors in business or related field.
- 5+ years Contact Center Operations or WFM experience.
- Experience with WFM Tools; IEX, eWFM, CMS, Canvas, Avaya, Geotel, etc.
- Previous client interface experience.
- A high proficiency with computers, excellent knowledge and use of Microsoft Office (word processing, spreadsheets, and database systems).
- A broad knowledge of inbound contact center environment.
- Exceptional verbal and written communication skills.
- The ability to accommodate a flexible schedule.
- Superb listening, probing, negotiation and de-escalation skills.
- Analytical and troubleshooting expertise.
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