Workforce Management Analyst (Inside Sales) (Hybrid-Acton, MA)

Job Summary

The Workforce Management Inside Sales Analyst is responsible for the daily efforts to provide an exceptional customer and employee experience by effectively delivering real-time (intra-day) management in order to optimize resources to achieve service level goals and business objectives.

Responsibilities

• Provide real-time monitoring via available software tools and workforce management techniques to make intra-day adjustments in an effort to maximize resource efficiency and achieve service level goals and business objectives.
• Perform continual analysis of current performance (noting recent historical trends) and conduct real-time re-forecasting to make necessary adjustments in staffing plans and coordinate.
• Cook with Managers and Supervisors to perform needed staffing adjustments based on current and forecasted results.
• Compare actual results to forecasted results, identifying opportunities for improvement.
• Provide daily/intra-day performance reports and status to leadership.
• Implement set of best practices in workforce management across all sites to ensure consistent processes and procedures.
• Develop and implement contingency staffing models, including disaster recovery scenarios.
• Ensure adherence/compliance to workforce management policies and procedures in all sites.
• Compile daily, weekly and monthly reporting of resource management results, including attrition, capacity/utilization, performance, intra-day summaries and daily summary reports.

Education And Experience

• Requires a BS/BA degree in Business, Information Systems, Statistics, or a related field and/or equivalent combination of education and experience.
• Minimum Requirements: At least 2 years in a multi-skilled call center environment. At least 2 years of operations management experience including forecasting, scheduling and real-time operations management. At least 2 years of experience using Workforce Management Software; or any combination of education and experience, which would provide an equivalent background.