Workforce Management Analyst

7 days ago


Leavenworth, Kansas, United States CommunityAmerica Credit Union Full time
Job Summary

The Workforce Management Analyst will be responsible for real-time monitoring of contact center conditions within the Member Service Centers and other functional areas requiring coordinated staffing. They will provide analysis and research that will provide a basis for schedule creation to maintain appropriate staffing level objectives.

Key Responsibilities
  • Report, monitor, track, and analyze service level performance, including future projected performance - provide this information to Member Service Center management, including determining overtime needs
  • Administration of Workforce Management System
  • Partner with Member Service Center leadership to reach call center service level goals, and Training, Recruiting, and Payroll on staffing and policy adherence
  • Develop and maintain work schedules for all events (adjustment, training, meetings, etc.)
  • Maintain a high level of discretion as you will be dealing with confidential and sensitive information
  • Partner with leadership team to provide departmental process improvements
  • Analyze and report historical data and trends and develop forecast models
  • Monitor agent groups and notify supervisors when thresholds are broken for: adherence, hold times, long calls
  • Ensure the accuracy/timeliness of segment entry requests and skill changes. Schedule, communicate, and process events such as team meetings, training, etc.
  • Update same day shrinkage rates and track attendance
  • Creation of agents' schedules via the Workforce Management System
  • Identify and research service level risks based on forecasts for problem resolution and escalate to management as needed
  • Generate long-term and short-term forecasts to provide to management
  • Manage intraday staffing levels and PTO requests to provide to management
  • Monitor real-time adherence alerts
  • Manage proactive approval and denial of discretionary activities; such as vacation, trainings meetings for the member service center to increase service levels
  • Communicate identified intraday risks to management
  • Create and deliver ad hoc reports
  • Prepares month-end reporting of call and agent statistics
  • Prepares daily reports on staff attendance
Requirements
  • 2+ years working in a large call center environment required
  • Bachelor's degree in Business, Mathematics, Human Resource, or related field of study preferred
  • Certifications or specialized training in workforce management
  • Holds advanced knowledge of call center operations, including contact metrics, branch scheduling requirements, and workforce management practices and methodologies
  • Basic knowledge of telephone and call routing


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