Workforce Management Analyst

Our company Century 21 Northwest is looking for a reliable candidate who has 5 years of experience (REQUIRED) at least as a Manager / Team's Manager for the same role of Workforce Management Analyst who is capable and meets the qualifications on the below criteria.

Job Description:

The Workforce Management Analyst is responsible for the daily efforts to provide a great customer and employee experience by effectively delivering real-time (intra-day) management with the purpose of optimizing resources to achieve business objectives. Key functional responsibility includes the ability to demonstrate a strong understanding of how planning/forecasting staffing requirements translate to the creation of optimal schedules and real-time (intra-day) management to support multi-department contact center operations. The ability to create forecasting and scheduling to that forecast is crucial. This position requires some evening and weekend availability as business needs arise.

Key Responsibilities:

·Provide real-time monitoring via available tools and workforce management techniques to make intra-day adjustments in an effort to maximize resource efficiency and achieve service level goals / business objectives.

·Perform continual analysis of current performance (noting recent historical trends) and conduct real-time re-forecasting to make necessary adjustments in staffing plans and coordinate with Operations teams to achieve service level goals / business objectives for a multi-site operation.

·Maintain constant communication with Operations teams to coordinate needed staffing adjustments based on current and forecasted results.

· Produces call volume forecasts on a daily, weekly, monthly and annual basis for multi-site operation.

· Generates and evaluates staffing schedules, and ensures data updates into scheduling system. Generates short and long-term staffing models and provides recommendations based on analysis.

·Compares results to forecast and identify opportunities for improvement.

· Provide daily/intra-day performance reports to leadership.

· Other related duties as assigned.

Experience:

· Complete understanding of overall operational activities including phone, email, chat, community and social media support

· Must have a good working knowledge of Excel and other Windows based programs (Word, PowerPoint, etc.), and have the ability to organize/analyze data in a structured manner.

· Capacity Planning experience is preferred.

· Minimum of 5 years of experience in performing WFM functions (specifically real-time management) in a multi-department/site contact center environment required.

· Ability to perform forecasting in a contact center environment and schedule to those needs is a must.

·Skills in complex problem solving, judgment, critical thinking and decision making

· Ensure team's work flow are intact by monitoring it consistently

·Demonstrated strong analytical skills, with emphasis on forecasting