Analyst I, Workforce Management
Posted 14 minutes ago
You'll apply on the company's website.
About the Role
An entry-level Workforce Management Analyst is needed to assist with broad customer engagement functions. Your primary objective is to uphold service standards and operational productivity by applying data-backed insights across contact center operations. You will be instrumental in developing and implementing staffing plans that meet organizational goals and performance metrics, ultimately supporting high-quality customer interactions. By working alongside the Operations, Training, and Recruiting teams, you will focus on maximizing resource efficiency and improving internal workflows. This position provides a platform to guide leadership through detailed analytics and participate in ongoing process enhancement efforts within a fast-paced environment dedicated to complex customer support solutions.
Requirements
- Possess a Bachelor's degree in a relevant discipline.
- Have a minimum of three years of professional experience in Workforce Management within a BPO or contact center setting.
- Display proven capabilities in real-time management, scheduling, capacity planning, and forecasting.
- Maintain expert-level skills in Microsoft Excel.
- Show proficiency with workforce management software such as NICE IEX, Verint, Genesys, Aspect, Alvaria, or Calabrio.
- Preferred qualifications include experience with SQL, Tableau, or Power BI, as well as a strong grasp of workforce planning principles and Erlang-based calculations.
- Exhibit strong statistical aptitude, the ability to visualize complex data through reporting, and the professional presence to provide data-driven counsel to business executives.
Responsibilities
- Generate workload projections for short, medium, and long-term horizons while calculating staffing needs based on variables like shrinkage, occupancy, service levels, and Average Handle Time.
- Create and refine schedules, oversee intraday staffing modifications, and track adherence to ensure objectives are achieved.
- Execute scenario modeling and hypothetical analyses to reduce potential staffing vulnerabilities.
- Build detailed reports and dashboards to track performance metrics including Average First Response Time, Average Speed of Answer, and general productivity.
- Examine performance patterns to locate automation or process efficiency prospects.
- Communicate findings to operational management and suggest improvements to enhance workforce utilization.
Note: This listing is summarized and paraphrased by WorkNow from a publicly posted role. For the original wording and full details, please refer to the employer's official posting.
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