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Workforce Management Analyst

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The WFM (Workforce Management) Analyst is responsible for working with our Sales leadership on day to day staffing activities, scheduling, and analysis of agent availability. The WFM analyst will provide guidance on agent availability and recommend any necessary changes in order to drive better service to our customers. The WFM analyst will monitor agent activity to ensure they're performing their job as planned.
Essential Duties and Responsibilities:

  • Prepares daily intraday reports on Call Statistics and Staff Attendance.
  • Reconciles attendance daily with employee schedules against schedule and time in and time out reporting.
  • Manages changes to scheduling to ensure adequate daily resource coverage.
  • Communicate with management and Sales team to ensure compliance with company standards.
  • Maintain running reports of KPIs and SLAs.
  • Monitor and report on attendance and schedule adherence.
  • Monitor call queues.
  • Processes schedule changes.
  • Process management requests for modification of scheduling events (meetings, trainings, etc...).
  • Use reporting and analytics for continuous improvement including making recommendations to improve scheduling efficiency and call statistics.
  • Provides analytical support for special projects.
  • Collaborate with analytics and Sales team on identifying opportunities to further optimize our workforce.
  • Performs any other related duties as required or assigned.

  • Bachelor degree preferred.  High School diploma or equivalent required.
  • Experience with WFM (Workforce Management) software preferred.
  • Demonstrated strong analytical skills with emphasis on forecasting.
  • Ability and willingness to learn new software applications.
  • Skills in complex problem solving, judgment, critical thinking, and decision making.
  • Ability to be highly organized with an emphasis on accuracy and timeliness.
  • Ability to organize information and have attention to detail and accurately follow procedures.
  • Ability to work alone with minimum supervision and with others in a team environment occasionally under time pressure and on several tasks at the same time. Ability to effectively communicate orally and in writing with coworkers, management team, other departments, vendors, and outside agencies including being sensitive to professional ethics.
  • Ability to sit the entire work day viewing a computer monitor.
  • Ability to work a shift that includes weekends and a shift that may include evenings.