Senior Workforce Management Analyst - Full Time (Call Center LV)

About the role

The Senior Workforce Management and Reporting (WFM) Analyst will be responsible for forecasting, analyzing and reporting on contact volumes and handle times for a multi skilled contact center and creating schedules that will allow the center to meet its service level, sales, abandonment, training, and budgetary goals.

Responsibilities

• Creates and maintains long and short term forecasts by projecting future contact volume and handle times and analyzing historical trends, overhead, seasonality and marketing schedules to meet/exceed sales and services standards.
• Gathers and analyzes data in regards to hiring, budgeting, and labor related issues for improving service and/or sales and assists with communicating results to management.
• Gathers and analyzes data for shift/holiday bids. Creates and distributes shift/holiday bids that will allow the department to balance labor expenses and customer expectations.
• Creates and adjusts weekly schedules based upon forecasted contact volume and handle times.
• Creates and maintains annual vacation schedules based upon forecasts and training needs.
• Gathers and analyzes data for approval to schedule time off and overtime based upon the active forecast and intraday.
• Ensures that service level, occupancy, abandonment, and cost per minute goals are met by monitoring and making adjustments to schedules based upon the active forecast and intraday statistics.
• Assists with monitoring activities and assures that agents are adhering to their posted schedules.
• Responds to all requests from management and supervisors professionally and in a timely manner.
• Shifts contact volume based upon intraday between different workgroups and contact centers.
• Affords assistance in the timely delivery of all departmental productivity reports.
• Creates custom reports for management based upon their requests and department needs.
• Pro-actively analyzes and reports contact center statistics to improve service and labor cost.
• Tracks statistics for all department pilots and projects.
• Affords assistance in scheduling trainings, buzz sessions, briefings, team meetings and all other off phone activities based upon the active forecast and intraday statistics.
• Maintains agent information within all departmental databases.
• Affords assistance with the attendance tracking and payroll to ensure timeliness and accuracy is at the highest standard.

Requirements

• High school graduate
• 3 years contact center experience and 1 year customer service oriented job experience.
• Familiarity with reporting and WFM software.

Abilities

• Must be able to type.
• Must have a thorough knowledge of the WFM processes including forecasting, scheduling and daily management.
• Intermediate level of Microsoft Office programs (Excel, PowerPoint, and Word).
• Excellent leadership, organizational, listening, interpersonal, analytical, written and verbal communication skills required.
• Must have good mathematical skills and a basic understanding of call center and workforce management terminology and call center productivity metrics.
• Must demonstrate and upbeat and positive disposition.
• Must be highly motivated, proactive individual and independent thinker.
• Must be able to handle multiple tasks in a high volume, fast paced environment.
• Must be able to motivate and inspire the team to achieve desired results.
• Knowledge of computer, telecommunications functions and systems, customer service and telemarketing.
• Excellent, developmental and motivational skills required.

Desired Skills

• Some knowledge of IEX or other scheduling software, SQL, VB and Showcase preferred but not required.
• Reservations or Front Desk experience preferred but not required.