CES Workforce Management Analyst

Duties and Responsibilities

• Call Center Forecasting
• Makes daily and monthly staffing schedules based on historical contact volume and handle time data.
• Adjusts staffing plans and schedules as needed to optimize customer response and wait times while minimizing staffing expenses.
• Contact Center Performance Reports
• Buils and maintains statistical contact handling reports and other ad hoc reports.
• Analyzes and investigates contact center and frontline performance trends.
• Presents reports for contact center leadership and support teams.
• Workforce Management of Contact Center Activities
• Provides recommendations for overall planning of incoming and outgoing contacts.
• Determines appropriate times for various activities, overtime recommendations, and vacation calendar availability.
• Maintains databases and reports concerns with data integrity to leadership.
• Communications
• Keeps leadership informed and produces management reports on contact center activity.
• Recognizes and recommends operational improvements.

Knowledge, Skills and Abilities

• Strong M/S Office (specifically Excel and Access) expertise.
• SQL and Crystal reporting expertise preferred.
• Analytical forecasting ability.
• Strong communications skills.

Education and Experience Required

• Bachelor’s degree or equivalent experience in business.
• Workforce Planning Certification or 4+ years experience in a capacity planning role.
• Demonstrated experience with a WFM system including real time scheduling/adherence.
• Experience working in a contact center and/or multi-skilled environment.