Workforce Management Analyst
About The Position
Workforce Management Analyst Virtual: This role enables associates to work virtually full-time, with the exception of required in-person training sessions, providing maximum flexibility and autonomy. This approach promotes productivity, supports work-life integration, and ensures essential face-to-face onboarding and skill development. Alternate locations may be considered if candidates reside within a commuting distance from an office. Alternate locations may be considered if candidates reside within a commuting distance from an office. Please note that per our policy on hybrid/virtual work, candidates not within a reasonable commuting distance from the posting location(s) will not be considered for employment, unless an accommodation is granted as required by law. Shift: 8:30a – 5:00p CST The Workforce Management Analyst monitors call volume demand in real time and flexes workforce accordingly. Ensures that the best possible call center service levels are achieved to maximize utilization. Monitors call volume and average speed of answer (ASA) in real time & adjusts schedules to ensure consistent service is maintained. How you will make an impact: Monitors and reacts to fluctuations in call volume as they occur in order to restore service levels as quickly as possible. Schedules activities around forecasted call patterns. Schedules off-phone activities when call volume projections are down. Manages and adjusts call routing when unusual call patterns exist in order to ensure service levels are met. Updates schedules to ensure WFM system is able to provide statistical staffing requirements based upon current staffing availability. Updates schedules to account for breaks, paid time off, tardiness, etc. Participates in Telephony implementation testing as needed.
Requirements
- Requires a H.S. diploma or equivalent and a minimum of 2 years’ call center operations experience; or any combination of education and experience which would provide an equivalent background.
Nice To Haves
- Real-time management experience in a centralized call center environment is preferred.
- Working knowledge of WFM platform(s) is preferred (NICE IEX and Genesys Cloud).
- Ability to create well organized, accurate, and concise material and work documentation for organizational use.
- Strong knowledge of Microsoft applications including Word, Excel, and PowerPoint
Responsibilities
- Monitors and reacts to fluctuations in call volume as they occur in order to restore service levels as quickly as possible.
- Schedules activities around forecasted call patterns.
- Schedules off-phone activities when call volume projections are down.
- Manages and adjusts call routing when unusual call patterns exist in order to ensure service levels are met.
- Updates schedules to ensure WFM system is able to provide statistical staffing requirements based upon current staffing availability.
- Updates schedules to account for breaks, paid time off, tardiness, etc.
- Participates in Telephony implementation testing as needed.
Benefits
- comprehensive benefits package
- incentive and recognition programs
- equity stock purchase
- 401k contribution
- medical
- dental
- vision
- short and long term disability benefits
- 401(k) +match
- stock purchase plan
- life insurance
- wellness programs
- financial education resources
- paid holidays
- Paid Time Off
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
