Workforce Management Analyst

Human Resources
in Altamonte Springs
, FL
Reference: 19-04409

General Summary:

The Workforce Management Analyst works to improve workforce management effectiveness by scheduling, budgeting and forecasting. They will also implement and optimize the usage of Workforce Management tools within a Contact/Customer Service Center environment. Provides daily and weekly scheduling and real time monitoring support for Customer Service. Tracks and analyzes data to support executive management staffing decisions. Responsibilities include daily monitoring of Workforce management applications. Post analysis evaluation of agent statistics and reporting relating to the above programs. Responsible for updating daily agent exceptions and payroll system.

Principal Duties and Job Responsibilities:

  • Provide ongoing operational analysis of call center operations, advance planning and scheduling while identifying and implementing changes as necessary to improve the level of quality and efficiency as measured by key business indicators (cost per call, cost per member, service level, occupancy, etc.)
  • Identifying and partnering with the Navigation center team to implement innovative labor management practices
  • Develop labor schedules to meet contact volumes and service levels
  • Utilize specialized software tools to manage and forecast staffing levels for multiple call centers
  • Work with the Member Solution Center leadership team to provide analytical support and recommendations for staffing resources to meet objectives such as service levels, occupancy, cost per call, etc.
  • Work with Member Solution Center Director and senior management to accurately forecast call volumes, analyze historical call volume; project budgetary expenses, determine future costing and assist with training and new hire numbers
  • Analyze call center performance history to determine optimum off production activities as well as shrinkage and occupancy goals
  • Balance multiple priorities with little or no direction
  • Identify what resources are required to implement parts of projects
  • Effectively use project plans to focus work and ensure deadlines are met
  • Monitors Workforce Management tools real time to maintain service level data
  • Evaluates daily call trends
  • Works with Customer Service management to ensure agent adherence and/or conformance to schedules
  • Accurately inputs schedule changes received through the call out line or exception reporting
  • Prepares Time Utilization, Adherence/Conformance, and weekly scheduling reports
  • Updates any daily schedule exception
  • Responsible for tracking employee hours in payroll system
  • Designs/creates various databases for staffing and analysis
  • Creates reports utilized by Customer Service for staffing/productivity measurements
  • Assists in creating schedules/scheduling scenarios utilizing workforce management technology
  • Interacts with various levels of management to provide decision support and complete various scheduling-related projects with minimal supervision
  • Analyzes daily call trends and alerts Workforce Management Analyst to needed staffing updates
  • Responsible for daily, weekly and monthly call center reports which highlight call center performance (Call Volume, Service Level, Average Handle Time, Abandon % and Average Speed to Answer)
  • Ability to work overtime as required
  • Other duties as assigned

Knowledge and Skills Required: 

  • 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 data bases 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 and Experience Required:

  • Bachelor’s Degree in Business or Data Science field
  • 3-5 years prior experience in a Call Center Operations environment
  • Call management experience