Workforce Management Analyst I

Moda Health•Portland, OR

2d•Remote

About The Position

Supports Contact Center staff to achieve operational and service delivery goals as they relate to the WFM System. Responsible for daily workforce planning, scheduling, and performance/trend reporting. This is a FT WFH position.

Requirements

High school diploma or equivalent.
Ability to communicate effectively, both written and verbally, required.
Proficiency in MS Word and Excel required.
Excellent math skills required.
Ability to solve problems quickly.
Ability to maintain confidentiality required.
Must always project a professional business image.
Strong analytical, organizational, and detail orientation skills required.
Ability to multi-task and work well under pressure.
Regular and punctual attendance required.
Must be willing to work overtime occasionally if necessary.
Must be self-motivated.
Must work effectively with minimal supervision.
Must show ability to learn new applications, tools, and processes.

Nice To Haves

One year of experience in contact center and WFM support background preferred.
Basic understanding of Call Center Management Systems (WFM and ACD) preferred.
Experience conducting data analysis and ad-hoc reporting preferred.

Responsibilities

Retrieve and record CS absences and schedule changes and notify stakeholders as appropriate.
Create schedule assignments for Customer Service Agents.
Adjust schedules daily due to unplanned absences and anticipated service demand.
Monitor real-time schedule adherence and notify leadership of anomalies as appropriate.
Ensure WFM Schedule simulations are completed multiple times each day.
Grant WFM permissions as appropriate for new hires.
Train new hires on schedule process and Agent Web Station usage.
Act as primary support for Contact Center WFM System.
Resolve WFM related inquiries and escalations from internal customers.
Proactively recommend scheduling of discretionary activities such as training, meetings, etc.
Proactively recommend overtime or changes to schedules to ensure appropriate staffing.
Create and update documentation and resource materials as needed.
Disseminate reports and information to stakeholders as appropriate.
Perform other duties as assigned.