Workforce Management Analyst
4 weeks ago
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. This position is responsible for the planning, scheduling and forecasting of the various teams supporting all contact center locations to improve productivity.
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.)
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
Preferred Qualifications
• Experience using Community WFM system
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