Workforce Management Analyst

SCOPE OF POSITION•Little Rock, AR

1d•Remote

About The Position

A Workforce Management Analyst ensures the call center is properly staffed and operates efficiently by forecasting call volume, scheduling staff, analyzing trends, and providing operational insights. This role directly supports service levels, productivity, and the member experience. Support the organization’s mission, vision, and values by exhibiting the following behaviors: Honesty, Excellence Accountability, Respect, and Teamwork.

Requirements

Advanced skill level with MS Office (Word, Excel, Outlook, and PowerPoint).
Type 25 wpm.
Exceptional skills in business English and spelling are required.
Good command of the English language and knowledge of punctuation, grammar, and spelling are required.
Strong analytical & data interpretation skills.
Proficiency with Excel or other analytics tools.
Understanding of call center metrics (AHT, SLA, occupancy, shrinkage).
Ability to work with multiple systems and large datasets.
Effective communication and critical thinking skills.
Ability to lead and participate in multi-disciplinary team projects involving professional personnel from several fields.
Ability to manage and direct the work of outside consultants, outsourced services, and other external entities.
Well-developed planning, organizational development, and business skills.
Ability to build and manage partnerships and relationships with a variety of stakeholders required.
Strong detail orientation, organizational and project management skills evidencing an ability to respond to multiple projects simultaneously with appropriate sensitivity and tact, including the ability to manage through conflict.
Ability to negotiate both financially and conceptually and reach mutually agreeable solutions.
Advanced financial analysis skills.
Ability to maintain confidentiality.
Coaching skills.
Creativity.
Customer service.
Ability to delegate as required.
Ability to meet deadlines.
Flexibility.
Ability to work collaboratively and independently to achieve stated goals.
Initiative.
Ability to relate professionally and positively with staff, business partners, customers, constituents, recipients, and the public.
Leadership skills.
Ability to prioritize.
Problem solving skills.
Professionalism.
Strong public speaking skills.
Time management skills.
Mobility, reaching, bending, lifting, grasping, ability to read and write, ability to communicate with personnel, ability to remain calm under stress.
Must be capable of performing the essential job functions of this job, with or without reasonable accommodation.
Three (3) years’ experience in call center operations or data and business analysis.
Reliable, high-speed wireless internet service (Wi-Fi)
An upload speed of at least 5Mbps is required to support softphone functionality

Nice To Haves

Associate’s degree (business, statistics, analytics, or related field).
Experience with WFM systems (e.g., Verint, NICE, Genesys).
Three (3) years’ experience in Workforce management.
One (1) year leadership experience.

Responsibilities

Generate schedules for staff based on forecasted volume and workload to ensure adequate staffing to meet service level goals.
Analyze call volume trends, productivity, attrition, and historical performance to forecast staffing needs.
Proactively monitor associate calling behaviors, efficiency, and availability and report deficiencies to operations team in real-time.
Re-Forecast interval and daily transaction volumes (inbound, outbound), handle times and other production metrics by group and report on actual vs. forecasted volume.
Make recommendations and help set priorities when planning and scheduling off-phone activities.
Establish and maintain communication channels to ensure scheduling and resources are met.
Track intraday performance (adherence, queue activity, attendance) and recommend adjustments.
Responsible for analyzing and administering schedule optimizations and approving and administering real time exceptions.
Build and maintain staffing schedules aligned with call arrival patterns to meet service level goals.
Actively scan for and pursue new techniques, industry practices, learning opportunities, tools, and process improvement opportunities
Process schedule event activities and adherence exceptions.
Document work function processes and procedures.
Produce reports from the workforce management system as requested.
Ensure data integrity within WFM system.
Produce dashboards and reports on service levels, AHT, occupancy, shrinkage, and staffing efficiency.
Collaborate with supervisors to address staffing gaps and performance trends.
Identify patterns and recommend workforce strategies to improve efficiency and member satisfaction.
Continuously monitor real-time call center conditions, including service level, queue volume, wait times, agent availability, adherence, and staffing, and recommend immediate adjustments to maintain performance goals.
Develop staffing plans and workload projections for outbound campaigns based on required call attempts, contact rates, completion deadlines, productivity expectations, and available staffing.
Develop short- and long-term staffing projections based on anticipated call volume, workload, growth, seasonality, attrition, absenteeism, training requirements, and business changes.
Track and analyze planned and unplanned shrinkage, including PTO, absenteeism, training, meetings, coaching, system downtime, and other off-phone activities, and incorporate findings into staffing forecasts.
Measure and report forecast accuracy by comparing projected workload, call volume, handle time, and staffing requirements against actual results.
Identify variances and adjust future forecasting assumptions accordingly.
Identify current and anticipated staffing shortages, overstaffing, service-level risks, and capacity concerns and proactively communicate recommendations to operational leadership.
Recommend and coordinate intraday staffing actions such as schedule adjustments, movement between inbound and outbound work, voluntary time off, overtime, training adjustments, and other workload-balancing strategies.
Review, process, and track schedule changes, PTO impacts, shift adjustments, meetings, training, and other activities that affect workforce availability and service levels.
Assist leadership with workforce planning during system outages, unexpected volume increases, staffing emergencies, weather events, or other business continuity situations.
Prepare recurring workforce performance summaries for leadership highlighting staffing levels, service level, abandonment, ASA, AHT, occupancy, adherence, shrinkage, productivity, forecast accuracy, and significant operational trends.
Partner with leadership to develop staffing models and workforce requirements for new contracts, lines of business, projects, and inbound/outbound campaigns.
Additional duties as assigned.