Workforce Management Analyst

Seeking detail-oriented candidate with strong analytical skills and experience forecasting and managing workload requirements within a contact center environment. Position is responsible for deploying, tracking, and reporting metrics used to evaluate the performance of individual employees and dialer efficiencies.

Duties and Responsibilities:

• Manage workforce planning efforts and make recommendations of workforce efficiencies, including quarterly and monthly staffing plan for contact center
• Develop, track, analyze, and report key performance indicators, providing feedback to contact center leadership regarding areas of weakness and improvement
• Monitor attendance and schedule adherence in order to identify team and employee level trends
• Assist in managing daily dialer activity, including creating campaigns, loading contact lists, and monitoring production
• Configure and generate daily, weekly, and on demand reports related to staffing and dialer activity
• Monitor intraday performance of dialer and staffing to ensure ongoing service performance is maintained
• Maintain attendance records for contact center staff, including requests for time off, overtime, trainings, and meetings.
• Evaluate new and existing contact center technology to increase staff performance
• Other duties as needed

Education and Required Skills:

• Bachelor’s Degree in business related field
• 3+ years data analytics experience
• 2+ years contact center experience
• Requires Excel proficiency with extensive experience manipulating and analyzing spreadsheets
• Must be detail oriented
• Ability to excel in ambiguous and fast-pace environment
• Ability to use tools available to measure results, anticipate and resolve issues, and provide feedback
• Strong interpersonal skills with proven ability to build rapport with diverse array of people
• Ability to work independently and manage time effectively in order to meet deadlines
• Ability to work as part of a team, displaying positive attitude in a dynamic environment
• Proven leadership skills and confident decision-making ability

Physical Demands:

• Work is performed in a shared office environment
• Typical schedule is 8 hours per day, Monday-Friday
• Occasional after-hours or weekend work may be required