CES Workforce Management Analyst - Military veterans preferred

Posting

Job Summary:

Ensures the CES centers have accurate staffing plans to meet customer volume needs and ensure an excellent experience. The WFM Analysts proactively coordinates and adjusts staffing to align with contact volumes in a timely manner, achieving service level goals and optimizing resources. The WFM analyst utilizes volume reports to build short- and long-range frontline staffing schedules, identifying and incorporating events/factors that will impact contact volumes. The WFM Analyst has primary responsibility for alerting Center leadership when incoming contacts are not meeting response standards and provides solutions to mitigate the risk.

Key Characteristics:

• Analytical – Requires the ability to understand the historical and current contact volume activity levels to accurately forecast required staffing and frontline schedules that meet both customer service standards and manage staffing expenses.
• Accuracy – Requires advanced knowledge of Center staffing and contact volumes. Must reliably produce accurate forecasting and reporting in a timely manner.
• Communication – Ability to effectively convey information in both written and verbal form, regarding Center activity, staffing, and customer service levels.

Duties and Responsibilities:

• Call Center Forecasting – Responsible for monitoring contact volumes and building statistical databases that leverage historical contact volume, handle time and shrinkage information to create daily and monthly staffing schedules. Adjusts the staffing plans and schedules as needed to optimize customer response and wait times while minimizing staffing expenses.
• Contact Center Performance Reports – Builds and maintains statistical contact handling reports and other ad hoc reports leveraging various data sources to communicate the various key performance indicators. Analyzes and investigates contact center and frontline performance trends. Presents reports for contact center leadership and support teams that meets high standards of quality and data integrity.
• Workforce Management of Contact Center Activities – Provides recommendations for the overall planning needed for incoming and outgoing contacts as well as other activities. This includes determining the appropriate times for various activities, overtime recommendations, and vacation calendar availability. Maintains databases and reports concerns with data integrity to leadership timely.
• Communications - Keeps leadership informed and produces management reports on contact center activity which may include workforce planning, scheduling, service levels, staffing needs, future staff planning, systems issues and unresolved customer complaints. Recognizes and recommends operational improvements.

Knowledge, Skills and Abilities:

• Must have strong M/S Office (specifically Excel and Access) expertise; SQL and Crystal reporting expertise also preferred.
• Must have analytical forecasting ability and strong communications skills.
• Must enjoy working with a large volume of employees at all levels.

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.