Workforce Management Analysis - Full Time (Call Center)
Caesars Entertainment•Las Vegas, NV
•Onsite
About The Position
The Workforce Management and Reporting (WFM) Analyst will be responsible for analyzing and reporting on contact volumes and handle times for a multi-skilled contact center and creating schedules that will allow the center to meet its service level, sales, abandonment, training, and budgetary goals. The WFM Analyst must be proactive, hardworking, and able to meet deadlines within a fast-paced and dynamic environment.
Requirements
- High school graduate or equivalent required
- 1-3 years of contact center experience including 1-year customer service-oriented job experience.
- Familiarity with reporting and WFM software.
- Must be able to type.
- Must have a thorough knowledge of the WFM processes including scheduling and daily management.
- Excellent leadership, organizational, listening, interpersonal, analytical, written, and verbal communication skills required.
- Excellent, developmental and motivational skills are required.
- Must have good mathematical skills and a basic understanding of contact center and workforce management terminology and contact center productivity metrics.
- Able to work independently as well as with a team and take initiative, with minimal supervision.
- Must demonstrate an upbeat and positive disposition.
- Must be a highly motivated, proactive individual and independent thinker.
- Must be able to handle multiple tasks in a high volume, fast paced environment.
- Knowledge of computer, telecommunications functions and systems, customer service and telemarketing.
Nice To Haves
- Some knowledge of IEX or other scheduling software preferred
- Intermediate level of Microsoft Office programs (Excel, PowerPoint, and Word).
- Some experience with forecasting for a small to large contact center.
Responsibilities
- Adjusts weekly schedules based upon forecasted contact volume and handle times.
- Approves and schedules time off and overtime based upon the active forecast and intraday.
- Assists with maintaining annual vacation schedules based upon forecasts and training needs.
- Assists with gathering and analyzing data of the shift/holiday bids.
- Also assists with the production and distribution of the shift/holiday bids.
- Ensures that service level, abandonment, occupancy, and cost per minute goals are met by monitoring and making adjustments to schedules based upon the active forecast and intraday statistics.
- Monitors activities and assure that agents are adhering to their posted schedules
- Schedules training, buzz sessions, briefings, team meetings, and all other off phone activities based upon the active forecast and intraday statistics.
- Responds to all requests from management and supervisors professionally and promptly.
- Shifts contact volume based upon intraday between different workgroups and contact centers.
- Assists with the creation of custom reports for management based upon their requests and department needs.
- Tracks statistics for all department pilots and projects.
- Maintains and distributes all departmental productivity reports based on data by agent, team, and/or department.
- Maintains agent information within all departmental databases.
- Processes attendance, FMLA/LOA tracking and payroll to ensure timeliness and accuracy is at the highest standard
- Create and distribute the WFM Daily Productivity report
- Participate in WFM daily buzz sessions
- Assist in maintaining data records
- Monitor, create and distribute Agent Adherence report
- Shadow with WFM Analyst II
- Distribute Hourly Productivity Updates
- Assist with moving call volume between all call centers
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
