The WFM Analyst is responsible for the Tactical Planning & Real-Time management of internal and vendor staff resources, focused on ensuring an excellent customer experience.  This is achieved by managing to both Service Level and other KPIs, taking action to ensure they are achieved on a monthly, weekly, daily, and interval basis.

Other responsibilities include ownership of operational, procedural, and data analysis requests that support the achievement of Service Level and KPI based objectives.


Job Description

This role will provide department support including but not limited to:

  • Support the workforce management function through monitoring, adjusting, and optimizing utilization in real-time to meet customer needs & targeted service levels
  • Monitor staffing & schedule adherence in real-time to ensure staff are within compliance to achieve internal KPI’s
  • Analyze intraday performance and communicate coverage recommendations in order to optimize staffing
  • Compile & communicate standard intraday performance updates
  • Compile & communicate a daily post-mortem lookback and future staffing outlook
  • Assist the Workforce Manager on various other scheduling & reporting needs

Job Requirements

  • Bachelor's Degree
  • Strong analytical skills
  • Well-developed sense of ownership, demonstrated through urgency & follow through
  • Ability to balance and prioritize multiple projects under pressure
  • Strong written and oral communication skills that can be demonstrated through the use of email, chat, and all other forms of media channels
  • Strong interpersonal skills, presentation/facilitation skills, and ability to work productively with all levels in an organization
  • Ability to make sound judgment calls displaying a heightened level of accountability, a strong sense of responsibility, confidentiality and professionalism
  • Work collaboratively within a team and across departments, with a positive attitude
  • Proficiency with Microsoft Office (Excel, Word, PowerPoint)
  • Display a professional, detail-oriented and proactive approach
  • Experience with Genesys WFM or similar systems preferred


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