Our client is seeking a Workforce Analyst who is responsible for improving workforce management effectiveness by performing workforce scheduling and analysis, budgeting, and forecasting of workforce data in the call center environment. Meeting and exceeding call center standards through proper resource allocation will be the primary deliverable of this position. The Workforce Analyst acts as the primary workforce point of contact for call center operations of all assigned business units and works closely with designated call center leadership to ensure achievement of call center performance objectives.

This position ensures ease of access to all of our call centers by making sure that schedule information is kept current, identifying real-time service issues, and taking action to mitigate the effects of staffing shortfalls/unexpected demand. The Workforce Analyst helps to ensure that we are being good stewards through effective planning and efficient resource scheduling.

Duties:

• Partner with stakeholders to drive continuous improvement of the WFM performance in a dedicated capacity
• Maintain high level Real-time performance while avoiding distraction of ongoing steady state activities
• Provide ongoing best practices, thought leadership, and innovation to the end-to-end WFM approach from ongoing client engagements and evolving environments
• Continuously improve and refine the Forecasting models
• Reimagine processes/algorithms using advanced regression methods and software
• Identify sources of variation in WFM inputs to include AHT, utilization, changes in patters, variation in availability/timeliness, etc.
• Analyze data and process to continuously improve the staff utilization and customer experience
• Work with operations to implement operational performance and process improvements
• Provide analytical support for urgent events to determine root cause(s), provide solutions, and assist with the implementation
• Improve WFM process to identify areas for additional automation, accuracy, and efficiency
• Quantify the improvements and ongoing value of the WFM team
• Design reports and dashboards
• Participate in ongoing meetings in an advisory capacity

Skills/Qualifications:

• Express thoughts clearly, in both verbal and written form
• Create well-organized, accurate, and concise material and work documentation for organizational use
• Must have good understanding of what labor changes can do to budgeting and the forecasting of future expenses
• Strong demonstrated analytical skills including strong math skills
• Ability to read, analyze, and interpret verbal and written instructions
• Ability to write business correspondence
• Ability to effectively present information to varied audiences, including senior-level management and customers and respond to questions
• Ability to speak effectively with individuals identified in Work Relationships
• Ability to define problems, collect data, establish facts, and draw valid conclusions
• Ability to apply sound judgment and decision-making skills in dealing with a variety of routine and non-routine issues, often with limited standardization
• Working knowledge of Call Center management best practices
• Proven ability to manage people, work with peer group, manage and present to senior managers
• Relevant functional project-based consulting experience
• Demonstrated functional analytical skills (budgeting, costing, etc.)
• Must be able to develop and implement project plans
• Strong grasp of call center management tools used in state of the art call centers including queue management and staff forecasting
• Strong Knowledge of Excel with the ability to create complex spreadsheets
• Strong knowledge of Access with the ability to create and maintain data bases
• Strong knowledge of work force management tools and the ability to maintain them
• Knowledge of Word and PowerPoint and the ability to use them to present to both internal and external contacts
• Significant background in outsourcing and what it takes to effectively select, train, and monitor the performance of an outsourcing vendor
• Demonstrated process analytical skills in a call center environment

Please refer to job description.