Sr. Workforce Management

Selene Diligence•Dallas, TX

About The Position

The Senior Workforce Management Analyst assesses Contact Center staffing, identifies requirements and solutions to meet workforce objectives as well as providing real-time monitoring and amending schedules as needed. Provides analysis of talent and staffing needs based on strategic planning at the enterprise level by applying advanced and predictive analysis, people metrics and reporting to develop strategic and operational insights for workforce decision-making. This role will be integral in ensuring the Contact Center meets its goals for handling customer calls in a timely manner. Work assignments involve moderately complex to complex issues where the analysis of situations or data requires an in-depth evaluation of variable factors.

Requirements

Minimum of three years of experience working in a Contact Center environment.
Experience with Alvaria WFO.
Ability to utilize time management efficiently.
Maintains high degree of confidentiality.
Excellent attention to detail.
Experience in a geographically dispersed organization.
Proven ability to solve problems creatively.
Ability to multi-task and consistently meet multiple deadlines.
Strong verbal and written communication skills.
Ability to work in a team environment.
Strong customer-service orientation.
Ability to use good judgment.

Responsibilities

Create short-term forecasts to be used for determining scheduling of shifts, breaks, lunches, overtime, or time off.
Create long-term forecasts to be used for staff planning.
Develop knowledge of call routing systems to ensure schedules match call arrival patterns.
Identify optimal schedules for projected hiring and execute shift bidding process.
Maintain compliance with any regulations, rules, or agreements that affect scheduling of personnel.
Develop and maintain vacation and other time off planning and utilization.
Maintain accurate records of PTO requests including but not limited to daily attendance and tardiness.
Identify critical intervals and provide solutions to ensure sufficient staffing.
Plan for team meetings, training, coaching, and other off-phone tasks.
Work with individual requests for schedule changes for future weeks, balancing center needs and agent needs.
Enter daily absences, exceptions, and other schedule changes, and reforecast within the day if the accuracy of the short-term forecast is in question.
Create and retain strong relationships with the operational leaders and agents, collaborating effectively to identify opportunities for improvement in both efficiency and agent satisfaction.
Communicate daily summary of forecasted service levels and staffing needs, working with operations leadership to make changes as necessary.
Provides recommendations for procedural changes and improvements as they pertain to the department.
Clearly communicates strategies to team members and other stakeholders.