Workforce Management Analyst I

Job Description

Provides ongoing operational analysis to enhance call center quality and efficiency. Identifies and implements changes based on key business indicators such as cost per call, cost per member, service level, and occupancy. Develops labor schedules to meet contact volumes and service levels. Utilizes specialized software tools to manage and forecast staffing levels for multiple call centers. Provides analytical support and recommendations for staffing resources to meet objectives. Accurately forecasts call volumes and analyzes historical call volume data. Projects budgetary expenses and determines future costing. Assists with training and managing new hire numbers. Analyzes call center performance history to determine optimum off production activities, shrinkage, and occupancy goals. Monitors Workforce Management tools in real-time to maintain service level data. Evaluates daily call trends to ensure agent adherence and conformance to schedules. Ensures agent adherence and conformance to schedules. Other duties as assigned.

Knowledge, Skills, and Abilities

• Knowledge of Call Center management best practices
• Strong Functional analytical skills (budgeting, costing, etc.)
• Process analytical skills in a call center environment
• Ability to create well organized, accurate, and concise material and work documentation for organizational use
• Strong knowledge of Microsoft applications including Outlook, Word, PowerPoint, Excel, and Access with the ability to create and maintain databases and the ability to use them to present to both internal and external contacts
• Strong knowledge of work force management tools and the ability to maintain them
• Ability to work as part of a team
• Ability to work independently
• Ability to work in a fast paced environment with changing priorities
• Demonstrated organizational skills
• Ability to multi-task
• Ability to remain calm under pressure
• Ability to work in dimly lit office
• Education Bachelor's
• Field Of Study in Business or Data Science field
• Work Experience 3+ prior experience in a call center operations environment
• Call management experience

Physical Requirements

View physical requirements

Pay Range

$49,718.59 - $92,468.74

Additional Information

N/A

Licenses And Certifications

N/A

Background Screening Requirement

Certain positions are subject to Florida Level 2 background screening, including fingerprinting, as required by state law. Applicants may review general information about Florida’s background screening requirements at the Florida Care Provider Background Screening Clearinghouse: https://info.flclearinghouse.com/. This facility is an equal opportunity employer and complies with federal, state and local anti-discrimination laws, regulations and ordinances.