Workforce Management Analyst is an individual contributor role that works as part of the Customer Experience (CX) team to enter data, generate forecasts/schedules, and perform analytics on results. This is a job that requires a strong aptitude in mathematics and the ability to break down complex analytics into understandable and relatable terms and the ability to effectively communicate those to contact center managers. Through data preparation, tracking and analysis this position provides guidance and direction on workforce strategies across multiple departments to enhance performance and productivity while reducing costs.

Essential Duties and Responsibilities:

• Perform initial data entry - assist in organization of back-end user profiles and rules mapping.
• Facilitate performance and planning meetings.
• Create and maintain forecasts and schedules for multiple departments to meet SLAs as well as meet the demands of special projects.
• Compile, summarize, and disseminate reports as required.
• Perform interval, daily, weekly, monthly, and annual analysis of historical performance within individual departments.
• Conduct what if analysis to determine the best strategy for meeting all service and cost goals.
• Coordinate with various departments and centers daily on staffing levels and production efficiency maximization as well as issues affecting production.
• Monitor and track Adherence and Attendance, then document results for performance evaluations.

Qualifications:

This is the job for you if:

• You have a solid understanding of workforce management.
• You have an analytical mind with an outstanding ability to forecast workflow.
• You have worked in the contact center environment.

Education and Experience:

• You have studied university-level mathematics or have relevant work experience.
• You have a minimum of 6 12 months of experience doing forecasting and planning, analytics, workforce management, staffing, and scheduling in a Contact Center, Operations and/or production environment.
• You have advanced Excel skills (i.e., ability to write formulas, link files, conditional formatting, lookups, pivot tables, etc.)
• You are a self-starter who can work independently.
• You are well organized and detail oriented.
• You understand, interpret, and explain complex data and production metrics in the simplest of terms to any audience.
• HIGHLY DESIRABLE: You have prior experience with NICE IEX WFM/WEM or similar products.

Physical Requirements:

• Sit at a desk for long periods of time and do phone and computer work

Work Environment:

• Standard office work stations

PI143449263