Workforce Management Analyst

US-TX-Arlington
Requisition ID
2017-29586
Employee Type
Full Time-Regular
Category
Customer Experience / Customer Service

Overview

The Workforce Management Analyst is responsible for generating and delivering optimized schedules for team members within the call center(s) by leveraging Workforce Management technology. The analyst will be responsible for monitoring intra-day performance and entering schedule exceptions to ensure the leadership team has an accurate assessment of staffing requirements.

Responsibilities

JOB DUTIES

  • Prepare and analyze agent schedules in order to meet service level requirements in the most efficient manner possible within work rules, legal requirements, and other constraints
  • Create and maintain shift profiles and scheduling rules within the Workforce Management software
  • Provide ongoing analysis of available shift offerings, staffing requirements, and time off allocations
  • Ensure schedules are published at appropriate times
  • Facilitate shift bid process as needed
  • Monitor intra-day call volumes, service level, and other key call center metrics and recommend actions to take when appropriate
  • Perform ad hoc reporting as needed to support information requests from Servicing departments
  • Collaborate with other analytical groups within the organization to share information as needed
  • Take active role is staffing model and hiring plan

REPORTING RELATIONSHIP

Subordinates: None

Reports to: Workforce Management Forecasting Manager

Qualifications

Knowledge

  • Understanding and experience with typical call center technologies such as Workforce Management, ACD, Dialer, IVR, etc.
  • Must possess excellent software skills and be willing to learn other applications
  • Knowledge of key call center performance metrics
  • Experience with how to utilize Workforce Management software

Skills

  • Ability to interact collaboratively with internal customers
  • Effective written and verbal presentation skills
  • Strong analytical ability
  • Pro-active and detail-oriented
  • Ability to work with minimal supervision
  • Capable of managing multiple and varied projects, including ability to coordinate and balance numerous tasks in a time-sensitive environment
  • Proficient skills with Excel, Word, PowerPoint

Experience

  • Bachelor's degree or equivalent experience as determined by department management
  • Minimum of two years’ experience in a contact center environment
  • Knowledge of staff planning, workload distribution, and trend analysis preferred

WORKING CONDITIONS

Normal office environment

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