Workforce Management Analyst

Deluxe

1d

About The Position

Responsible for analyzing contact center trends, volumes, arrival patterns, etc. to create mid-term forecasts to guide activities of workforce specialists and analysts to manage SLAs and labor costs. Accountable for team configuration, evaluation/changes for agent skills and assist business leaders in operational decisions impacting customer contacts. Analyze contact center trends. Updates capacity plan inputs for assigned segments and provides input into monthly and annual budget forecasts. Maintain active forecasts and hire plans for assigned segments. Execute on-site staffing options and cross-team agent skilling and "loan" plans. Maintain agent shift preferences and complete periodic shift analysis and realignment. Create and maintain short and mid-term intraday service plans. Make tactical adjustments based on same/near-day schedule requests, team-wide initiatives such as mandatory training, and changes to trends. Prioritize competing priorities and work with segment leaders and support teams to manage intraday service plans against business needs. Develop and maintain call queues, skill sets and call skill routing and priorities, in partnership with the telecom team. Initiate telecom requests for IVR updates (e.g. adding BCs), routing sets, call type prioritization, direct transfer numbers, etc. as need to effectively route customer contacts to the best set of resources. Develop reports and inputs for use in the capacity planning and resource management processes. Initiate regular tactical analysis of forecasts and drivers against business needs and budget assumptions. Highlight areas of risk, and recommended improvements. Develop and maintain advanced knowledge of workforce management system features and functions. Recommend system approaches to fulfill job functions. Resolve workforce management system issues that impact team performance.

Requirements

• HS/GED and 2 years or Associates Degree.
• Knowledge of contact center key performance indicators, workforce management tools and principles.
• Knowledge and understanding of project management methods.
• Advanced Excel skills.
• Must be 18 years of age or older.

Nice To Haves

• Bachelor’s degree with concentration in mathematics
• 2-4 years of Workforce Management, contact center management or budgeting functions.
• Strong analytical and mathematical skills.

Responsibilities

• Analyze contact center trends, volumes, arrival patterns, etc. to create mid-term forecasts.
• Guide activities of workforce specialists and analysts to manage SLAs and labor costs.
• Accountable for team configuration, evaluation/changes for agent skills.
• Assist business leaders in operational decisions impacting customer contacts.
• Update capacity plan inputs for assigned segments.
• Provide input into monthly and annual budget forecasts.
• Maintain active forecasts and hire plans for assigned segments.
• Execute on-site staffing options and cross-team agent skilling and "loan" plans.
• Maintain agent shift preferences and complete periodic shift analysis and realignment.
• Create and maintain short and mid-term intraday service plans.
• Make tactical adjustments based on same/near-day schedule requests, team-wide initiatives such as mandatory training, and changes to trends.
• Prioritize competing priorities and work with segment leaders and support teams to manage intraday service plans against business needs.
• Develop and maintain call queues, skill sets and call skill routing and priorities, in partnership with the telecom team.
• Initiate telecom requests for IVR updates (e.g. adding BCs), routing sets, call type prioritization, direct transfer numbers, etc.
• Develop reports and inputs for use in the capacity planning and resource management processes.
• Initiate regular tactical analysis of forecasts and drivers against business needs and budget assumptions.
• Highlight areas of risk, and recommended improvements.
• Develop and maintain advanced knowledge of workforce management system features and functions.
• Recommend system approaches to fulfill job functions.
• Resolve workforce management system issues that impact team performance.

Benefits

• Healthcare (Medical, Dental, Vision)
• Paid Time Off, Volunteer Time Off, and Holidays
• Employer-Matched Retirement Plan
• Employee Stock Purchase Plan
• Short-Term and Long-Term Disability
• Infertility Treatment, Adoption and Surrogacy Assistance
• Tuition Reimbursement

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree