Workforce Management Analyst

Sales Marketing Co. Ltd.•Stamford, CT

10d

About The Position

This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future. The Workforce Management Analyst is responsible for analyzing call volume trends, preparing forecasts, and providing scheduling recommendations for Charter contact centers. Actively and consistently support all efforts to simplify and enhance the customer experience Develop and maintain a comprehensive forecasting and scheduling model, using Workforce Management tools to forecast call volume, create 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.

Requirements

Ability to read, write, speak and understand English
Demonstrated knowledge of Microsoft Excel
Demonstrated 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
Knowledge of Aspect eWorkforce Management or similar application (IEX, Blue Pumpkin, etc.)
Knowledge of database applications (SQL, Oracle, Access, etc.)
Bachelor´s degree in statistics, business, related field, or equivalent experience
Workforce management scheduling and forecasting software - 2
Inbound contact center experience - 2

Responsibilities

Analyzing call volume trends
Preparing forecasts
Providing scheduling recommendations for Charter contact centers
Developing and maintaining a comprehensive forecasting and scheduling model
Using Workforce Management tools to forecast call volume, create staffing requirements and generate work schedules for contact centers
Guiding and managing indirect reporting relationships with a local Workforce Supervisors and Scheduling Administrators
Determining yearly, monthly, daily and intra-day workforce requirements by gathering data on contact center statistics, marketing campaigns, system events, etc.
Coordinating and facilitating collaboration with customer care leadership, marketing, technical operations, human resources, finance, information technology, outsource partners and others to capture forecast and staff impacting activities
Managing forecast results by provide feedback, input and reporting to business partners to develop more scientific and accurate forecasting methodology
Aligning call demand with agent supply to achieve key performance objectives (service level, utilization, budgeting, etc.)
Providing long-term forecasts to management and product owners in support of future strategic initiatives
Conducting workforce simulations to provide advice regarding the impact of business strategies within contact centers
Performing other duties as requested by supervisor