Workforce Management Analyst

Job Description

• 2 years’ experience using contact center workforce management application for forecasting and scheduling agents
• Knowledge of contact center technology, including ACDs, IVR, workforce management and QA applications
• One or more years of experience handling the reporting and analytics for a multi-channel contact center
• Excellent verbal and written communication skills
• Project management and/or team leadership experience
• 2 – 3 years of experience handling workforce management planning and day-to-day management of the function
• Strong analytical and problem-solving skills
• Excellent oral and written communication and interpersonal skills, including the ability to communicate technical details and concepts to contact center management, and to foster excellent working relationships with cross-functional areas
• Strong systems skills, including a thorough working knowledge of Microsoft Office and all other internal applications
• Flexibility in responding to changes or evolving business needs
• In-depth understanding of Member Service Center goals and key performance indicators
• Outstanding organizational and time management skills
• Ability to work well under pressure and to multi-task
• Ability to work with a sense of urgency
• Detail-oriented approach; comfortable validating the integrity of data and reports
• Strong leadership capabilities and ability to initiate and maintain cross-team relationships
• Intermediate knowledge of Excel and PowerPoint
• Technical understanding and experience with Interactive Intelligence Custmer Interaction Center
• 2-3 years of experience managing IVR applications
• Bilingual in Spanish
• High School Diploma
• Bachelor’s Degree in IT, Business Administration or related field

The WFM Analyst serves the contact center with forecasting, scheduling, workload volume monitoring and adjusting resources to meet changing requirements. This position is responsible for determining and communicating work schedules and resources for various workload queues. This role works with site leaders to ensure adequate staff, coverage by interval, as well as, to develop contingency plans during times of peak demand. Other responsibilities include, but are not limited to, assisting in setting up and maintaining call routing and queuing, configuring and managing agents in the ACD, overseeing all ACD and IVR voice messages, managing the scripts and interfaces for the auto-attendant (IVR), working jointly with business partners to optimize system performance, producing all required scorecards and reports, and handling all aspects of staff planning, intra-day staff management and adherence. The WFM Analyst partners with the MSC leadership team to develop and deploy workforce management strategies that align the needs of members with the right MSC resources to ensure that Partners FCU achieves its goal of providing a world-class Member experience. The WFM Analyst is responsible for all department reporting. He/she must ensure that reports are accurate and timely in order to support decision-making and effective operational and resource management of the contact center.
https://player.vimeo.com/video/311337222
Required Education :

• High School Diploma

Preferred Education :

• 2 years’ experience using contact center workforce management application for forecasting and scheduling agents
• Knowledge of contact center technology, including ACDs, IVR, workforce management and QA applications
• One or more years of experience handling the reporting and analytics for a multi-channel contact center
• Excellent verbal and written communication skills
• Project management and/or team leadership experience
• 2 – 3 years of experience handling workforce management planning and day-to-day management of the function
• Strong analytical and problem-solving skills
• Excellent oral and written communication and interpersonal skills, including the ability to communicate technical details and concepts to contact center management, and to foster excellent working relationships with cross-functional areas
• Strong systems skills, including a thorough working knowledge of Microsoft Office and all other internal applications
• Flexibility in responding to changes or evolving business needs
• In-depth understanding of Member Service Center goals and key performance indicators
• Outstanding organizational and time management skills
• Ability to work well under pressure and to multi-task
• Ability to work with a sense of urgency
• Detail-oriented approach; comfortable validating the integrity of data and reports
• Strong leadership capabilities and ability to initiate and maintain cross-team relationships
• Intermediate knowledge of Excel and PowerPoint

Company Overview :
English