The WFM Analyst is responsible for the tactical planning & real-time management of internal and vendor staffed resources to ensure both service level and key performance indicators are achieved on a daily & interval level basis. Other responsibilities will include operational, procedural, and data analysis requests to achieve service level objectives, improve efficiencies, and deliver exceptional customer experiences.

Job Description

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

  • Supporting the workforce management function through monitoring, adjusting, and optimizing utilization in real-time to meet customer needs & targeted service levels
  • Monitoring staffing & schedule adherence in real-time to ensure staff are within compliance to achieve internal KPI’s
  • Analyzing intraday performance and communicate coverage recommendations in order to optimize staffing
  • Compiling & communicate standard intraday performance updates, daily post-mortem lookback, and future staffing outlook
  • Assist the Workforce Management team with various scheduling & reporting needs

Job Requirements

The following are required for this position:

  • 1-3 years experience with a WFM Platform such as Genesys, Aspect, NICE, or similar
  • Bachelor’s degree in management, MSIS, or similar
  • Strong analytical skills, as well as a well-developed sense of urgency and follow-through
  • Ability to handle 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 sense of responsibility, confidentiality and professionalism
  • Work collaboratively within a team and across departments, and maintain a positive attitude
  • Proficiency with Microsoft Office (Excel, Word, PowerPoint)
  • Display a professional, detail-oriented and proactive approach

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