Job Summary and Responsibilities
As our Sr. Contact Center Workforce Management (WFM) Analyst you will be expected to manage contact center resource schedules to ensure workforce is optimally utilized and to assist in identifying opportunities for continuous improvement of operations.This includes developing and sharing best practice within the scope of work for essential support and optimal productivity of the Workforce Management department to meet operational needs, relaying instructions, and collecting data.
Every day you will analyze historical data, develop accurate forecasts for call, chat, and email volume, create agent schedules, and monitor real-time adherence to ensure service level agreements are met.
To be successful in this role, you must possess strong analytical and forecasting skills, a meticulous attention to detail, and a deep understanding of contact center dynamics and key performance indicators.
- Support capacity planning of assigned medical group, and provide recommendations, to management for long range strategic planning.
- Monitor real-time ACD data to ensure agent adherence and communicate call allocation requirements.
- Maintain detailed records of call statistics, skills statistics, and call distributions to optimize forecasting accuracy, as well as to ensure appropriate staffing
- Partner with others in the organization to create and maintain processes that will aid in the identification ofperformance gaps and/or training opportunities.
- Ensure regular and consistent communication on workforce management related topics to assigned business stakeholders.
- Define and establish workforce management strategy and processes to optimize contact center staff operations.Identify the tools and technologies that are applicable to the workforce
Job Requirements
Required
- Bachelors in Computer Science, Mathematics, Information Systems, Business Administration, or
- Experience in workforce management planning, predictive modeling, business and data analysis in a contact center of at least 200 agents.
- A related field or an equivalent combination of education and experience.
Preferred
- Experience administrating a cloud workforce management platform in an Omni-channel contact center of at least 100 agents
- Certified Workforce Planning Professional
- Lean Six Sigma or other process improvement methodology
