Workforce Management Analyst
The Workforce Management (WFM) Analyst is responsible for event scheduling, weekend overtime analysis and daily calendar event updates for the Customer Contact Center. This position will ensure customer expectations are met by analyzing data prior to scheduling calendar events and proper weekend and holiday staffing plans for more than 300+ employees to meet intended service levels. Through the use of the workforce management systems, the WFM Analyst partners with Contact Center managers and supervisors to establish staff scheduling and intra-day management.
•Prepare and schedule non-phone activities while ensuring service level goals and ASA performance are achieved.
•Ability to use forecasting practices to create daily, monthly and year call volume forecast.
•Analyze and determine call volume patterns to manage work shifts.
•Generate and create daily, weekly and monthly statistics.
•Manage incoming emails to WFM for updating exceptions for unplanned activities (i.e. mechanical problems and late activities), time-off modifications and pre-planned activities (i.e. training, meetings and e-learning)
•Maintain data updates within the WFM systems such as shrinkage, employee profiles and other user management requirements for staff and CSRs.
•Utilize forecast models to produce and manage daily, weekend and holiday staffing models.
•Manage and monitor overtime selections for CSR population utilizing Union guidelines.
•Engage in continuous improvement initiatives, cross functional teams and projects.
•Bachelor’s Degree required.
•Must have 3 -5 years of workforce management experience.
•Demonstrate ability to communicate well with others. Proficient verbal, non-verbal, and written.
•Proficient with Avaya systems is preferred.
•Proficient ability and knowledge of workforce management systems.
•Ability to apply problem solving and troubleshooting skills.
•Ability to organize work independently and to work in teams.
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