Workforce Management Analyst

Dev • Louisville, KY

1d

About The Position

The Workforce Management Analyst is responsible for analyzing call volume trends, preparing forecasts and providing scheduling recommendations for Charter contact centers.

Requirements

• Ability to read, write, speak and understand English
• Intermediate knowledge of Microsoft Excel
• Working knowledge of Microsoft Access
• Ability to analyze and interpret data
• Ability to communicate orally and in writing in a clear and straightforward manner
• Ability to communicate with all levels of management and company personnel
• Ability to handle multiple projects and tasks
• Ability to maintain confidentiality
• Ability to supervise and motivate others
• Ability to make decisions and solve problems while working under pressure
• Ability to prioritize and organize effectively
• Ability to show judgment and initiative and to accomplish job duties
• Ability to use personal computer and software applications (i.e. word processing, spreadsheet, etc.)
• Ability to work independently
• Ability to work with others to resolve problems, handle requests or situations
• Knowledge of cable television products and services
• 2 years of Workforce management scheduling and forecasting software
• 2 years of Inbound contact center experience
• Bachelor's degree in statistics, business or related field or equivalent experience

Nice To Haves

• Knowledge of Aspect eWorkforce Management or similar application (IEX, Blue Pumpkin, etc)
• Knowledge of database applications (SQL, Oracle, Access, etc)

Responsibilities

• Actively and consistently support all efforts to simplify and enhance the customer experience.
• Develops and maintains a comprehensive forecasting and scheduling model, using Workforce Management tools to forecast call volume.
• Creates staffing requirements and generate work schedules for contact centers.
• Guide and manage indirect reporting relationships with a local Workforce Supervisors and Scheduling Administrators.
• Determine yearly, monthly, daily and intra-day workforce requirements by gathering data on contact center statistics, marketing campaigns, system events, etc.
• Coordinate and facilitate collaboration with customer care leadership, marketing, technical operations, human resources, finance, information technology, outsource partners and others to capture forecast and staff impacting activities.
• Manage forecast results by provide feedback, input and reporting to business partners to develop more scientific and accurate forecasting methodology.
• Align call demand with agent supply to achieve key performance objectives (service level, utilization, budgeting, etc.).
• Provide long-term forecasts to management and product owners in support of future strategic initiatives.
• Conduct workforce simulations to provide advice regarding the impact of business strategies within contact centers.
• Perform other duties as requested by supervisor.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 11-50 employees