
Operational Staffing Expert
1 day ago
**Job Summary**
">We are seeking a skilled Workforce Management Analyst to join our team. As a Workforce Management Analyst, you will play a crucial role in ensuring the correct number of agents are available at the right times to handle an accurately forecasted volume of inbound and or outbound calls at the desired service level.
**Key Responsibilities:**
- Utilize workforce management tools such as IEX and NiceInContact to coordinate appropriate staffing allocation and availability of call center staff to achieve service level objectives.
- Monitor site to ensure optimal staffing levels using advanced forecasting techniques.
- Adjust intraday forecasts derived from understood business drivers to determine required staffing levels by projecting call volumes, call duration, and required staffing levels using current trends and historical data.
- Administer volume contingency action plans as deemed necessary and appropriate.
- Run and analyze reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals.
**Requirements:**
- 2-4 years experience in WFM functions, forecasting, RTA, scheduling, with tools like IEX and NiceInContact.
- Strong working knowledge of Operations and operations measures.
- Strong math aptitude.
- Strong understanding of computer skills such as Outlook, WebEx Teams, CRM platforms.
- Intermediate Excel skills.
**Benefits:**
- A challenging and dynamic work environment.
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