Sr Workforce Management Analyst
About The Position
The Sr. Contact Center Workforce Management (WFM) Analyst manages contact center resource schedules to ensure the workforce is optimally utilized and identifies opportunities for continuous operational improvement. The role develops and shares best practices, supports the Workforce Management department’s essential functions and productivity, communicates instructions, and collects data to meet operational needs. The analyst evaluates historical data; forecasts call, chat, and email volumes; creates agent schedules; and monitors real-time adherence to help meet service level agreements. The role also supports capacity planning for an assigned medical group, makes recommendations for long-range strategic planning, maintains detailed contact and staffing statistics, partners with organizational colleagues to identify performance gaps and training opportunities, and communicates regularly with business stakeholders about workforce management. The position also defines workforce management strategy and processes and identifies applicable tools and technologies. The role is based at Saint Joseph’s Hospital and Medical Center in Phoenix, Arizona. The hospital is described as a 571-bed nonprofit and includes Barrow Neurological Institute, Norton Thoracic Institute, and a Level I Trauma Center.
Requirements
- Bachelor’s degree in Computer Science, Mathematics, Information Systems, Business Administration, or a related field, or an equivalent combination of education and experience.
- Experience in workforce management planning, predictive modeling, and business and data analysis in a contact center with at least 200 agents.
- Strong analytical and forecasting skills.
- Meticulous attention to detail.
- Deep understanding of contact center dynamics and key performance indicators.
Nice To Haves
- Experience administering a cloud workforce management platform in an omnichannel contact center with at least 100 agents.
- Certified Workforce Planning Professional certification.
- Lean Six Sigma or another process improvement methodology.
Responsibilities
- Manage contact center resource schedules to optimize workforce utilization and support operational needs.
- Identify opportunities for continuous improvement and develop and share workforce management best practices.
- Analyze historical data and develop forecasts for call, chat, and email volumes.
- Create agent schedules and monitor real-time adherence to help meet service level agreements.
- Support capacity planning for an assigned medical group and provide recommendations for long-range strategic planning.
- Monitor real-time ACD data to assess agent adherence and communicate call allocation requirements.
- Maintain detailed records of call statistics, skills statistics, and call distributions to improve forecast accuracy and ensure appropriate staffing.
- Partner with organizational colleagues to create and maintain processes for identifying performance gaps and training opportunities.
- Communicate regularly with assigned business stakeholders about workforce management topics.
- Define workforce management strategies and processes to optimize contact center staff operations.
- Identify tools and technologies applicable to the workforce.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
