WFM Analyst

NationsBenefits, LLC•Plantation, FL

81d

About The Position

WFM Analyst will provide real-time support to the WFM team and Call Center leaders in tracking, notifying and reporting all aspects of agent productivity, schedule adherence and call adherence. Position will work closely with Member Experience team leaders and management in the efficiency and development of the Member Experience Advisors and assist WFM Peers with managing coverage and adjusting Call Center capacity based on daily fluctuations in workload and Staffing.

Requirements

Advanced proficiency in Excel and complete command of Excel (creating spreadsheets, pivot tables, analysis tools, data visualization, graphs, charts, maps, etc.)
1-3 year of WFM experience
2+ years Contact Center experience required, preferably in the Health Care industry.
Proficient in technologies related to contact center operations preferred (Genesys Cloud or similar WFM platform).

Nice To Haves

Proficient in technologies related to contact center operations preferred (Genesys Cloud or similar WFM platform).

Responsibilities

Monitor real-time and intra-day call volume/staffing
Update schedules and intra-day plans as needed for Inbound & Outbound calls
Adjust staffing based on intra-day performance
Report out to WFM Team and business stakeholders throughout the day on performance.
Track, prepare and distribute adherence related reporting to enable Call Center Leaders the ability to coach and to take corrective action to improve agent efficiency.
Update staff schedules with up-to-date information, e.g., meal, break, and shift changes; technical problems, etc.
Assist in the coordination and appropriate allocation and availability of staff in order to achieve optimum WFM goals
Maintain effective communication with other business units and support teams to remediate errors and assist with implementation of corrective actions related to non-compliance with policies.
Review, process, and maintain allocations requests for PTO, OT, Off Phone, etc.
Track and update Agent Adherence via Genesys WFM.
Perform other duties as assigned by management relevant to the business demands, operational goals, and the means to meet and achieve both.
Ability to work well under pressure, in a highly dynamic and fast-paced environment.
Ability to work independently and capable of exercising excellent judgment to recognize and resolve staffing gaps related to agent non-adherence.
Strong accuracy skills with attention to detail and meeting deadlines.
Experience in managing multiple priorities independently and/or in a team environment to achieve goals.
Excellent organizational, planning and time management skills.
Experience and ability to communicate with all levels of management within an organization.
Ability to take initiative, exercise good judgment and execute sound decisions when recognizing risk to workflow.
Excellent research, analytical, and problem-solving skills.
Engaging, compassionate, energetic, and enthusiastic attitude required.
Excellent verbal and written communication skills.
Ability to work a flexible schedule based on the operational demands of a 24/7/365 call center environment (day, night, weekends, holidays).
Advanced proficiency in Excel and complete command of Excel (creating spreadsheets, pivot tables, analysis tools, data visualization, graphs, charts, maps, etc.)
WFM experience or equivalent Call Center call adherence KPI management required.
Proficient in technologies related to contact center operations preferred (Genesys Cloud or similar WFM platform).