WFM Scheduling Analyst
About The Position
The Workforce Management Scheduling Analyst manages accurate staffing schedules based on call volume patterns and trends, attrition rates, and contact center productivity. This individual provides methods to maximize staffing resources to reduce operating costs and increase schedule efficiency. Key responsibilities include conducting schedule analyses, verifying the accuracy of reports or statistics, making staffing recommendations, and creating short-term or long-term call volume forecasts. An ideal candidate is an analytical individual with the ability to make operational decisions and staffing adjustments due to unexpected changes in call volume or business needs.
Requirements
- Bachelor’s degree in business administration or a related field (A comparable combination of work experience and training may be substituted for education requirements)
- 2+ years of Workforce Management experience in a contact center environment
- Experience with real-time analytics, staffing, scheduling, and metric analysis
- Demonstrated knowledge and experience with Workforce Management technology
- Experience analyzing, interpreting, and summarizing complex data related to contact center technology
- Experience presenting reports, trends, and recommendations to key stakeholders
- Ability to work outside of regular business hours, including weekends
- Ability to prioritize tasks, deal effectively with competing and changing priorities to meet deadlines
- Accurate, detail-oriented, and organized with task management
- Ability to analyze and resolve complex problems
- Proficient written, verbal, and interpersonal communication skills to interact effectively with members, staff, vendors, and government regulators
- Ability to communicate information requiring explanation or interpretation
Responsibilities
- Plan and develop schedules to ensure staffing requirements and commitments are fulfilled
- Maintain staffing roster
- Recommend new hire classes based on staffing numbers and requirements
- Determine the capacity to approve paid time off (PTO) and volunteer time off (VL) requests balancing personnel needs and staffing requirement
- Monitor nonproductive time off (sick leave, vacation leave, and tardiness) and ensure off-the-phone activities are planned
- Analyze current staffing statistics (efficiency, SLA, abandon) to determine staffing adjustment opportunities, recommend and implement necessary changes
- Coordinate operational needs for overtime or off-phone activities considering the current staffing level compared to the requirement
- Project future staffing needs based on turnover trends, forecasting shrinkage, and business requirements
- Prepare and communicate schedules based on forecasts and allocations
- Maintain staff scheduling policies and procedures
Benefits
- Financial Well-Being: Bonus Program up to 12%, 401K Matching up to 8%, Retirement Planning, Pay Increases based on Competency, Employee Loan Discounts, Flex Spending Accounts
- Wellness: Medical Coverage, Dental and Vision Coverage, Access to 4,000+ Gyms, Mental Health Resources, PTO Wellness Days, Short Term and Long Term Disability Coverage
- Work-Life Balance: 11 Paid Holidays, 3 weeks of Paid Time Off, 4 weeks of Paid Parental Leave, Birthday PTO
- Community Involvement: Paid Volunteer Hours
- Growth: Degree Assistance up to $5,000 per year
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
1,001-5,000 employees
