Workforce Management Analyst I
4 weeks ago
We are seeking a highly skilled Workforce Management Analyst I to join our team at M&T Bank. As a key member of our Contact Center operations, you will be responsible for analyzing Contact Center patterns, including volumes, trends, attrition rates, and productivities. Your analysis will inform our scheduling plan to meet business objectives, ensuring we have the right staff in place to deliver exceptional customer service.
Key Responsibilities- Manage and monitor all inbound Contact Center queues using queue management software to ensure all scheduled agents are in the expected phone state to support the provision of service to customers.
- Take corrective actions to notify management, adjust schedules, and limit variations.
- Reallocate staff among the queues as appropriate to minimize over- or under-staffing in each queue, while maintaining service levels.
- Monitor call out lines and update scheduling software to reflect employee call-outs and tardy incidents.
- Rforecast call volumes multiple times daily based on unplanned events and variance of actual to planned call volumes to ensure appropriate staffing to maintain service levels.
- Solicit voluntary overtime by staff to cover expected staffing shortages to support the provision of service to customers.
- Provide ad-hoc reporting as requested by management to assist in decision-making.
- Identify, analyze, and interpret patterns or trends in call volume and Average Handle Time (AHT) data.
- Manage short-term time off requests, including their resulting impact on staff scheduling.
- Review and disposition same-day/next-day scheduling requests via email.
- Ensure required web-based training time is scheduled to support timely completion.
- Review Contact Center submissions to the Time and Attendance System to ensure hours paid are accurate versus the scheduling software.
- Associate's degree or equivalent coursework with emphasis on Mathematics, Statistics, or Database and a minimum of 1 year's work experience.
- Proven analytical skills.
- Proven organizational skills.
- Proven time management skills.
- Proficiency with personal computers and familiarity with pertinent spreadsheet and database software.
- Experience using tact and diplomacy in daily activities.
- Minimum of 1 year's experience with workforce management software.
- Experience creating and designing reports in pertinent spreadsheet software.
- Experience creating and designing relational databases in pertinent database software.
- Ability to complete detailed statistical analyses (regressions).
- Detail-oriented.
- Ability to multi-task in a fast-paced environment.
- Ability to sit for long periods of time, monitoring and watching multiple queues.
- Ability to use a personal computer.
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