Workforce Management Analyst

The Workforce Management Analyst is responsible for providing onboarding support to new hires and ensuring optimal staffing levels. Ensures daily tasks are delivered to ensure service levels for our clients are met. Ability to work in a fast-paced environment and process tasks as needed in a very timely manner. Understand workforce management concepts such as forecasting, scheduling, skill management, and PTO management.

Job Responsibilities:
Responsible for real-time and/or intraday management of resources to ensure the correct number of agents at the right times are in their seats to answer an accurately forecasted volume of inbound and/or outbound calls at the desired service level.

Duties and Responsibilities May Include:
-Coordinate onboarding task completion among new hires
-Capture orientation attendance
- Provide accurate roster management and attrition tracking
-Communicate to new hires and ensure understanding of start dates and day 1 expectations
– Coordinates appropriate staffing allocation and availability of call center staff in order to achieve service level objectives.
– Monitors site to ensure optimal staffing levels.
– Manages real time schedule adherence and highlights outliers via chat
– Keys daily exceptions requests, updates schedules and responds to escalated issues and ad-hoc requests.
– Ensures that all reports originating from the department are accurate and reliable.
– Assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position.

You Bring Knowledge and Expertise

Required Experience:
• 1-2 years workforce analyst experience
• 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
Preferred Experience:
• 1 to 2 years experience in call center workforce analyst or management role
• Strong workforce management and statistical background
• Experience working in an inbound or outbound call center
• Call center operations management experience
• Staffing forecasting experience
Education:
• Bachelor’s degree or equivalent years of industry experience.