Analyst

Entergy•Little Rock, AR

7d•Hybrid

About The Position

The Workforce Management (WFM) Real-Time Analyst is responsible for independently managing real-time workforce operations and executing staffing strategies that support contact center performance objectives. This position continuously analyzes operational conditions, workforce availability, service level performance, and customer demand to make staffing decisions that optimize service delivery and workforce utilization. The Analyst serves as an experienced workforce management professional who provides operational guidance, supports scheduling and forecasting activities, and acts as a subject matter resource for workforce management systems and processes. This role partners closely with contact center leadership to proactively manage staffing risks and improve operational performance. The position supports all contact center business hours and may be required to provide workforce management coverage during major events, outage response activities, emergency operations, and business continuity situations.

Requirements

Bachelor's Degree in technical or business-related field or equivalent work experience
Analytical skill set with advanced knowledge of Microsoft office
Working knowledge in all aspects of technology, technology/IT systems.
Appreciable change management experience.
Experience with process optimization and end-to-end processes.
Experience with performance management, developing and tracking KPIs.
Ability to communicate effectively with all levels in the organization.
Understanding of the industry and industry best practices.
Strong collaboration and relationship management knowledge, skills and abilities.
Strong communication, facilitation, presentation and creative problem solving skills.
Authorization to work in the United States is a precondition to employment in this position.

Nice To Haves

Analyst I : At least 0-2 years of professional experience
Analyst II : At least 2-4 years of professional experience
Analyst III : At least 4-6 years of professional experience

Responsibilities

Monitor and manage service levels, staffing performance, occupancy, queue conditions, and customer demand in real time.
Independently execute staffing adjustments to address changing business conditions.
Manage intraday staffing activities including overtime, voluntary time off, shift modifications, and workforce reallocations.
Analyze staffing variances and develop recommendations to improve performance.
Coordinate staffing movements across business units, channels, and vendor partners.
Support short-term forecasting and workload analysis activities.
Analyze historical volume and staffing trends.
Assist in development and maintenance of staffing plans.
Partner with scheduling teams to improve workforce alignment and schedule effectiveness.
Recommend schedule modifications based on operational performance and business needs.
Perform advanced workforce management system administration activities.
Maintain workforce profiles, skills, queues, organizational assignments, and workforce configurations.
Audit workforce management data and correct discrepancies.
Support workforce system testing and implementation activities.
Develop and distribute workforce performance reports and dashboards.
Analyze workforce performance metrics and identify emerging trends.
Provide operational insights and staffing recommendations to leadership.
Conduct root-cause analysis for service level and staffing performance variances.
Monitor technology performance and operational impacts.
Serve as workforce liaison during technology incidents and service disruptions.
Coordinate communication and response activities during operational events.
Track workforce impacts associated with technology issues and outages.
Assist in training new workforce analysts.
Participate in workforce management projects and process improvement initiatives.
Serve as a workforce management resource for contact center leadership.
As a provider of essential services, Entergy expects its employees to be available to work additional hours, to work in alternate locations, and/or to perform additional duties in connection with storms, outages, emergencies, or other situations as deemed necessary by the company.