Workforce Analyst

Responsibilities:

Support Contact Center Workforce Management (WFM) processes for Forecasting, Scheduling, intraday, shrinkage and Reporting Analytics to ensuring business goals, objectives, and service level agreements are satisfied.
Monitor and analyze call and activity volumes vs. available staff and optimize resource schedules to maintain contact center key performance indicators.
Maintain and update schedules for staff to ensure optimal coverage with the right resources, in the right place, at the right time.
Develop, analyze, and deliver WFM and Contact Center reports with lessons learned from prior day/week/month.
Maintain and adjust agent resource assignments ensuring they receive the right calls at the right time.
Review and approve agent time off and schedule change requests.
Research and analyze agent schedule adherence issues/concerns and deliver suggestions for improvement.

Qualifications:

Prior medium to large call-center experience required
Prior WFM administrative and real-time scheduling support
High school diploma or GED equivalent required
College degree preferred

Requires skills in all the following:

Establishing resource schedules; 
Supporting intraday real-time scheduling activities; 
Identifying and delivering real-time schedule staffing decisions; 
Developing, analyzing, and delivering WFM and contact center reports; 
Maintaining and administering the WFM platform
Ability to communicate in a clear and professional manner (both written and verbal) to all levels of management
Experience training individuals or groups on new concepts and processes
Experience coaching agents to drive performance improvement
Ability to influence and lead others without direct authority
Innovative problem solver with an attention to detail and a focus on accuracy
Experience with WFM platforms preferred (i.e. Five9/VO