SUMMARY OF POSITION:

The Workforce Analyst is responsible for optimizing Operational Staffing and Scheduling to ensure service goals are met or exceeded. This includes maintaining all Workforce functions such as analyzing call center and agent historical performance, generating and overseeing schedules and adherence, preparing and distributing intraday and operational reports, and monitoring key performance indicator (KPI) metrics to ensure goals are met. The role also oversees Real-Time Schedule Adherence. The Workforce Analyst is responsible for making data-driven decisions and recommendations to ensure contact center and processing operations have the resources needed to meet demand. This role partners with IT and Telecom on IVR development and call flow implementation and is also responsible for administering performance management tools, including reporting, gamification, and incentives.

The Workforce Analyst, responsibilities include but are not limited to:

• Develop and manage a Workforce Management framework that includes short and long-term forecasting and capacity planning using historical data and other information.
• Responsible for real-time management and processing operations by monitoring current service levels and coordinating staff skill assignments. This also includes real-time and daily schedule optimization.
• Partner with Operations Leadership to define key performance metrics to provide a clear and accurate assessment of performance. Work to devise data collection methods for those metrics and design reports.
• Provide standardized and ad hoc reporting as needed by The Assistance Fund (TAF) leadership regarding Operational performance. Data will be derived through a variety of operational systems.
• Identify, develop, and implement potential solutions to resolve problems and remove barriers that inhibit the department’s ability to improve operations.
• Oversee the development of schedules and scheduling approaches to improve service levels, staff utilization, reduce cost and achieve performance goals.
• Oversee delivery of contact center and processing operations performance reports as well as ad hoc reporting, including preparation of employee incentives.
• Manage long and short-range workforce forecasting for call center and processing operations and participate in budget and hiring planning.
• Coordinates the assignment of schedules and works with leadership to ensure schedule adherence and productivity; Includes recommending schedules for training, meetings, Return to office (RTO), PTO, or any offline activities.
• Supports innovation by recommending workflow and process improvements.
• Provide recommendations (data analysis, reporting, productivity, budget forecasts) to operational leadership regarding budgeting, organization, and scheduling.
• Escalate, solve, or recommend solutions for service issues.
• Provide training and subject matter expertise on Calabrio workforce management and overall performance management with best practices and tools; set-up, administration, and configuration in partnership with IT.
• Build and maintain a reliable and detailed forecast capacity model for phone, email, live chat, and back-office support.
• Modify call routing and campaign dialing to ensure calls are handled and dialed appropriately. Partner with IT and Telecom on development of Call Flows.
• Collaborate with Operations leaders to optimize workforce planning and processes.
• Develop functional knowledge across multiple business areas: Claims, Operations, and Metrics & Analytics and actively drive Optimization and Quality strategy to assess impacts on the workforce and customer experience.
• Work closely with outsourced partner teams on all WFM components, overseeing capacity planning, scheduling, and real-time monitoring.

• Develop and manage a Workforce Management framework that includes short and long-term forecasting and capacity planning using historical data and other information.
• Responsible for real-time management and processing operations by monitoring current service levels and coordinating staff skill assignments. This also includes real-time and daily schedule optimization.
• Partner with Operations Leadership to define key performance metrics to provide a clear and accurate assessment of performance. Work to devise data collection methods for those metrics and design reports.
• Provide standardized and ad hoc reporting as needed by The Assistance Fund (TAF) leadership regarding Operational performance. Data will be derived through a variety of operational systems.
• Identify, develop, and implement potential solutions to resolve problems and remove barriers that inhibit the department’s ability to improve operations.
• Oversee the development of schedules and scheduling approaches to improve service levels, staff utilization, reduce cost and achieve performance goals.
• Oversee delivery of contact center and processing operations performance reports as well as ad hoc reporting, including preparation of employee incentives.
• Manage long and short-range workforce forecasting for call center and processing operations and participate in budget and hiring planning.
• Coordinates the assignment of schedules and works with leadership to ensure schedule adherence and productivity; Includes recommending schedules for training, meetings, Return to office (RTO), PTO, or any offline activities.
• Supports innovation by recommending workflow and process improvements.
• Provide recommendations (data analysis, reporting, productivity, budget forecasts) to operational leadership regarding budgeting, organization, and scheduling.
• Escalate, solve, or recommend solutions for service issues.
• Provide training and subject matter expertise on Calabrio workforce management and overall performance management with best practices and tools; set-up, administration, and configuration in partnership with IT.
• Build and maintain a reliable and detailed forecast capacity model for phone, email, live chat, and back-office support.
• Modify call routing and campaign dialing to ensure calls are handled and dialed appropriately. Partner with IT and Telecom on development of Call Flows.
• Collaborate with Operations leaders to optimize workforce planning and processes.
• Develop functional knowledge across multiple business areas: Claims, Operations, and Metrics & Analytics and actively drive Optimization and Quality strategy to assess impacts on the workforce and customer experience.
• Work closely with outsourced partner teams on all WFM components, overseeing capacity planning, scheduling, and real-time monitoring