This is an Evening Shift (1:30 pm - 10:00 pm Eastern Time) M-F with some overtime on weekends as needed.
As part of the workforce management team, you'll leverage data to help optimize staffing to maximize service levels across the contact centers. You will collaborate with leadership and operations to ensure we have adequate staffing and plans in place to identify service gaps and provide solutions. You will be responsible to develop and maintain short and long-term forecast for all contact types. You will utilize your experience to implement best practices in workforce management to ensure consistent procedures and data-driven decisions. Finally, you will communicate your analytical results to leadership and business partners and provide insights and suggestions that will make a difference. This role will report to the Manager of Workforce Management.
Job Duties and Responsibilities :
- Provide reporting focused on forecasts, capacity planning, shrinkage review, and service level results
- Analyze intraday and historical performance of call volume, average handle time, calls per hour, and agent productivity and respond/plan appropriately to achieve operational service goals
- Analyze schedules and performance productivity reports to recommend training, time off, and overtime
- Communicate necessary adjustments to staffing based on changes in forecasts
- Track and recommend ways to optimize staff efficiency
- Manage the back-end administration for the WFM system and identify any gaps or new functionality
- Create documentation and training guides for the WFM system as it pertains to policies and procedures
- Collaborate with internal customers to identify opportunities to improve resource utilization and to achieve service goals
- Assist Leadership and WFM staff in a range of assignments and projects including ad hoc requests
- Identify contact volume and average handle time trends on an intraday, weekly, monthly, basis Establish and maintain communication channels regarding events that impact contact center performance and workload
Ideal Qualifications :
- Bachelor's Degree
- 5+ years WFM experience analyzing, interpreting, and summarizing complex contact center data
- Proficient with reporting tools such as Tableau, CMS and WFM software such as NICE CXone, Genesys, Verint or Pipkins- to create complex report, manage forecasts, and analyze data
- Knowledge in call flow technologies and strategies
- Demonstrate reliability and strong customer service skills along with attention to detail
- Excellent skills in written and oral communication, organization, prioritization, decision-making, problem analysis and resolution.
- Able to work well in a fast-paced environment while being a team play and requiring minimal direction
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