Workforce Management Senior Analyst
1 week ago
Job Summary:
This role involves providing accurate schedules based on call volume patterns and trends, attrition rates, and contact center productivities. The successful analyst will make decisions on behalf of Operations to adjust staffing due to unexpected changes in call volume or additional requirements from clients. They will also provide methods to maximize staffing resources to reduce operating costs. This position will work closely with the Forecasting team to utilize call forecasts, both short-term and long-term, to create schedule analysis and staffing recommendations. Additionally, they will collaborate with the RTA team to ensure historical reports and statistics are accurate.
Responsibilities:
- Develop and maintain schedules to meet staffing requirements and commitments. Ensure accurate staffing roster (OPS Master list).
- Recommend new hire classes based on staffing numbers versus requirements. Approve PTO/VL requests to balance personnel needs and staffing requirements.
- Monitor non-productive time off (Sick Leave, Vacation Leave, and Tardiness) and ensure off-the-phone activities are planned.
- Perform analysis of current staffing statistics (Efficiency, SLA, Abandon) and determine staffing adjustment opportunities.
- Recommend and implement changes as needed.
- Coordinate overtime or off-phone activities with Operations based on current staffing versus requirements.
- Calculate/project staffing needs based on client requirements/forecast, turnover trends, and shrinkage.
- Prepare and communicate schedules based on forecasts and allocations.
- Main
- tain all staffing and scheduling policies and procedures.
Requirements:
- Prior workforce management experience, including RTA, forecasting, staffing, and scheduling, is desired.
- Prior call/contact center experience (1 year minimum) is required.
- Strong and effective oral/written communication skills are necessary (communication with various levels within iQor and client organizational structures).
- Excellent presentation skills are required.
- High-level proficiency with Excel is necessary.
- Strong mathematical and analytical skills are required.
- Ability to multitask and prioritize deliverables is essential.
- Ability to maintain confidential information is required.
- Working knowledge of Avaya or other ACD systems is desired.
- Working knowledge of any WFM tool, including Teleopti, IEX, eWFM, etc., is required.
Education:
Bachelor's Degree, First Degree, Trade/Vocational School certificate, or Equivalent is preferred. A Degree in Business Administration or related field is preferred.
Physical Requirements:
Occasionally exert up to 10 lbs. of force to push, pull, lift, or otherwise move objects. Have visual acuity to perform activities such as preparing and analyzing data; and/or viewing a computer terminal. Type and/or sit for extended periods of time. Consistent attendance is an essential function of this role.
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