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Workforce Management Analyst

2 months ago

Hanover, United States PRI Technology Full time

ROLE: WORKFORCE MANAGEMENT ANALYST

MUST BE LOCAL AND CAN GO FULLY ONSITE IN WHIPPANY, NJ.

THIS IS A FULL-TIME/PERMANENT ROLE. NO THIRD PARTY RESUMES PLEASE.


This role would be responsible in the data and reporting of Operations performance. This role will work with Excel, CRM, and other applications. The Workforce Management Analyst will work closely with the Program Managers and Supervisors to make sure business objectives are attained by optimizing human resources.

Main duties include monitoring real time and historical staff patterns, forecasting workloads and staff requirements, tool maintenance, create and delivering reports of shrinkage in schedules. This role will work as a WFM subject matter expert to report schedule adherence and other KPI Metrics as needed, observe and report out on attendance incidents, and communicate KPI data with staff members as necessary. The emphasis is not simply on improving operational efficiency or on managing the workforce effectively but tying actions to the customer experience.


Qualifications

  • Bachelor's degree in Mathematics, Business, Statistics, or Industrial Engineering
  • Previous Workforce Management experience required
  • 1-3+ years of experience in similar workforce management role, including forecasting, staffing, and scheduling required
  • Previous experience with established WFM software (NICE IEX/InContact, Five9, Genesys, Verint, Excel models, etc.)
  • Prior experience with Salesforce CRM (or similar applications)
  • 2-3+ years of Data Analysis experience capturing, storing, and reporting historical statistics.
  • 2-3+ years of Excel experience with intermediate knowledge of formula definitions preferred.
  • Ability to maintain and create reports in Excel to forecast results and trends
  • Skilled in evaluating information and presenting it in a logical manner to select audiences
  • Must have strong mathematical and statistical skill set to maintain accurate data reporting and analysis
  • Excellent communication skills
  • Attention to detail and high level of accuracy
  • Strong organizational skills and high attention to detail to meet deadlines in an environment of constantly changing priorities.