Job Summary: The Workforce Management Analyst is a key member of the Workforce Management team, providing analytical support to contact center operations, forecasting contact volumes, determining staffing requirements, optimizing the workforce, and reporting on operational performance and productivity. We are looking for a dynamic, collaborative, and analytical-minded professional who is ready to jump in with the team to drive the evolution of our department.

Position Requirements:

• Bachelor’s degree in Business, Economics, Mathematics, Statistics or related field preferred
• Analytical-minded and fully grasps the value of using data to drive business decisions
• Prior workforce management experience preferred, but not required
• Highly skilled critical thinker and creative problem solver
• Highly organized and efficient
• Strong attention to detail
• Collaborative, patient, and empathetic when working with others
• Willingness to learn a unique and evolving system
• Ability to take direction and willingness to implement specific practices
• Ability to communicate verbally and in writing across all levels of the organization and with clients
• Able to explain technical concepts to a non-technical audience
• Advanced Microsoft Excel skills
• Ability to thrive in a fast-paced, dynamic environment
• Contact center experience preferred, but not required

• Manage end-to-end workforce management responsibilities for all assigned queues/departments
• Collaborate and nurture relationships with internal customers operations departments
• Generate daily, weekly, monthly, and annual forecasts
• Review forecast accuracy, and make proactive recommendations to minimize variances
• Clean forecast data weekly and monthly to maintain forecast accuracy
• Recommend proper contact center staffing levels
• Project staffing level shortages and overages
• Capacity Planning for assigned departments
• Manage and ensure delivery of the executions of real time plans, ensuring the onsite, remote and cross-functional team(s) is meeting deliverables and deadlines.
• Track all agent movement and attrition
• Report on agent schedule adherence, attendance, conformance
• Report on sourcing and attrition impact to the short-term and long-term forecasts
• Track and report on agent performance and productivity
• Analyze and report on operational KPIs
• Manage Commission / Payroll for assigned departments
• Analysis of productivity, occupancy, service levels, call volume, schedule efficiency and staff trends, providing recommendations as required to the business
• Drive process improvement requirements and ad-hoc WFM projects
• Create optimized plans for cross-functional teams across all contact channels: Voice / Chat / Email / SMS
• Work with key stakeholders to ensure WFM initiative and priorities are aligned and delivered to meet KPI requirements.
• Highlight and communicate key metrics impacting current operations and department, including schedule shifts, productivity, and other critical factors affecting service levels and customer experience
• Conduct complex root-cause analyses to understand variances and inform future planning
• Conduct ad-hoc analyses to answer both operational and workforce-related questions
• Attend and provide insights and recommendations to internal team and department meetings

Position Requirements:

• Bachelor’s degree in Business, Economics, Mathematics, Statistics or related field preferred
• Analytical-minded and fully grasps the value of using data to drive business decisions
• Prior workforce management experience preferred, but not required
• Highly skilled critical thinker and creative problem solver
• Highly organized and efficient
• Strong attention to detail
• Collaborative, patient, and empathetic when working with others
• Willingness to learn a unique and evolving system
• Ability to take direction and willingness to implement specific practices
• Ability to communicate verbally and in writing across all levels of the organization and with clients
• Able to explain technical concepts to a non-technical audience
• Advanced Microsoft Excel skills
• Ability to thrive in a fast-paced, dynamic environment
• Contact center experience preferred, but not required.