Workforce Management Analyst I

Job Summary

The Workforce Management (WFM) Analyst I supports scheduling, forecasting, and real-time monitoring of contact center, back-office and production queues, as well as adherence to schedule activities for department’s staff. This position assists by gathering data, generating reports, monitoring performance, and helping ensure staffing levels meet the demands of the volume. 

Duties

Provides real-time monitoring and management of department’s queues, back-office, and production workload. Prepares reports on updates related to call performance, back-office and production workload, service levels, adherence to schedule, and overall staffing. (45%)

Assists in creating ad-hoc reports and analysis as requested by department and senior leadership. Documents intraday events and escalates issues to WFM team and department leadership as needed. Monitors adherence to schedule activities and excessive state durations, where applicable. (10%)

Collaborates with department leaders to address staff behaviors. Recommends real-time schedule changes. Identifies efficiency opportunities. Optimizes scheduled breaks and lunches as resource requirements change. Determines the need for extra work hours and/or early departures. Assess availability for offline functions and approves/denies as required. Reviews and responds to schedule change requests. Assists with the creation of all schedule runs and schedule bids/changes. (10%)

Supports senior analysts by organizing historical data used for work volume and staffing forecasts. Helps identify patterns or variances in work volume trends.  (5%)

Supports skilling activities to respond to real-time workload queue conditions. (10%)

Uses established guidelines, process exception requests as submitted by department’s agents and supervisors within the assigned timelines. Processes exceptions to schedules to support training, coaching and meeting requests while ensuring that there is adequate coverage for all departments channels. (10%)

Performs other duties as assigned. (10%)

Duties Continued

Education Required

Education Preferred

Experience

Required:

At least 2 years of workforce management experience in a contact center environment.

Demonstrated experience finding multiple solutions to complex problems.

Experience and understanding of staffing, work queues, and performance measurements.

Skills

Required:

Knowledge of WFM tools.  Ability to interpret WFM data to assist with determining staffing needs.

Proficiency in Excel (formulas and pivot tables).

Analytical and problem-solving skills.

Strong attention to detail and accuracy.

Ability to learn new systems quickly with minimal support.

Proven ability to meet goals and deadlines.

Ability to manage multiple priorities and tasks in a fast-paced environment.

Licenses/Certifications Required

Licenses/Certifications Preferred

Required Training

Physical Requirements

Additional Information