Workforce Management Technical Support Salary in Illinois

Workforce Management Analyst I - Average Salary $54,881

The Workforce Management Analyst I assists in analyzing contact center patterns, including volumes, trends, attrition rates, and contact center representative productivities. Responsible for monitoring the contact center workload and scheduling function. Being a Workforce Management Analyst I assists in maintaining and adjusting staffing schedule assignments to maintain contact center key performance indicators. Utilizes the analysis results to forecast contact center workload and builds scheduling plans to meet business objectives. In addition, Workforce Management Analyst I may require a bachelor's degree. Typically reports to a manager. Being a Workforce Management Analyst I work is closely managed. Works on projects/matters of limited complexity in a support role. Working as a Workforce Management Analyst I typically requires 0-2 years of related experience.

Workforce Analytics Director - Average Salary $210,923

Workforce Analytics Director directs and develops analytical processes using workforce metrics and labor market data to optimize human resource capacity planning, support a workforce planning strategy, and maximize labor utilization rates. Leads quantitative analysis activities and the creation of predictive models used for enhancing forecasting accuracy and improving workforce decision making. Being a Workforce Analytics Director develops efficient data collection methods and processes. Uses data analytics to develop reporting and visualizations that reflect workforce changes and identify trends. Additionally, Workforce Analytics Director may require a master's degree or equivalent. Typically reports to senior management. The Workforce Analytics Director manages a departmental sub-function within a broader departmental function. Creates functional strategies and specific objectives for the sub-function and develops budgets/policies/procedures to support the functional infrastructure. To be a Workforce Analytics Director typically requires 5+ years of managerial experience. Deep knowledge of the managed sub-function and solid knowledge of the overall departmental function.

Workforce Management Analyst - Average Salary $124,133

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Workforce Management Supervisor - Average Salary $124,133

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Workforce Management Scheduler - Average Salary $99,608

The Workforce Management Scheduler is responsible for creating and maintaining employee schedules to ensure adequate coverage for all shifts. This role involves analyzing call volume and staffing needs, adjusting schedules as necessary, and communicating with employees to ensure they are aware of their assigned shifts. The Workforce Management Scheduler also monitors attendance and time-off requests, and makes adjustments to the schedule as needed. Additionally, they may be responsible for forecasting future staffing needs and making recommendations for hiring or adjusting staffing levels. This role requires strong organizational and communication skills, as well as the ability to analyze data and make informed decisions to optimize workforce efficiency.