Workforce Optimization Analyst- Skokie, IL

What You Will Do

• Workforce Planning and Forecasting
• Analyze historical data and trends to forecast future call volumes, handling times, and customer demand.
• Create dynamic staffing models that account for varying workloads, agent availability, and service level agreements (SLAs).
• Monitor real-time call volumes and agent activity to make immediate adjustments to schedules as needed.
• Recommend overtime or additional shifts when there are unplanned spikes in call volumes or customer demand.
• Scheduling and Capacity Management
• Create and maintain agent schedules that balance business needs with agent preferences and contractual obligations.
• Monitor and adjust schedule adherence to ensure optimal staffing levels and service performance.
• Administer time-off requests and shift swaps to minimize disruptions to service levels.
• Performance Monitoring and Analysis
• Analyze workforce and operational performance data to identify opportunities for operational improvement.
• Generate workforce performance reports summarizing call center performance metrics.
• Track and monitor KPIs such as first-call resolution (FCR), average speed of answer (ASA), and adherence to service level agreements.
• Collaborate with IT and software vendors to troubleshoot issues and optimize system performance.
• Utilize Workforce Management (WFM) Tools
• Leverage WFM software to automate forecasting, scheduling, and real-time workforce adjustments.
• Provide WFM system training and support to supervisors and team leads.

What You Will Need

• Associates Degree Preferred
• 2 Years Call Center Workforce Management experience required
• Experience in contact center workforce management and analysis programs
• Exceptional written and verbal communication skills
• A strong understanding of the contact center environment and the role workforce management plays in the attraction, retention, and performance of high-quality employee talent

Benefits

• Career Pathways to Promote Professional Growth and Development
• Variety of Medical, Dental, and Vision options
• Tuition Reimbursement
• Free Parking at designated locations
• Wellness Program Savings Plan
• Health Savings Account Options
• Retirement Options with Company Match
• Paid Time Off
• Community Involvement Opportunities