Workforce Management Analyst

Visium Resources has been asked to identify qualified candidates for this
Workforce Management Analyst
position. This position is a 3 month contract to direct opportunity and is expected to be
Hybrid Role:
In office Tuesday - Thursday for the first 3 weeks of the month; remote on Monday and Friday. All teams remote the fourth week of the month. This is subject to change and may require additional office days due to other events, meetings, projects, go-lives, etc.

The Workforce Management Analyst works to improve workforce management effectiveness by scheduling and forecasting. They will also implement and optimize the usage of Workforce Management tools within a contact/customer service center environment.

Responsibilities include:

• Responsible for daily, weekly and monthly call center reports which highlight call center performance (Call Volume, Service Level, Average Handle Time, Abandon % and Average Speed to Answer). Ability to work additional hours as needed.
• Provide ongoing operational analysis of call center operations, advance planning and scheduling while identifying and implementing changes as necessary to improve the level of quality and efficiency measured by key business indicators (service level, occupancy, adherence, abandoned rate, utilization, etc.)
• Provides daily and weekly scheduling and real time monitoring support for customer service.
• Develop labor schedules to meet contact volumes and service levels. Schedules weekly meeting with leaders to review forecasting, planning, scheduling and service level concerns with leaders.
• Utilize specialized software tools to manage and forecast staffing levels, such as the Erlang Calculator. Working knowledge of Erlang Calculator.
• Accurately forecast call volumes, analyze historical call volume to project budgetary expenses to determine future headcount allocation.
• Track and analyze data to support staffing decisions.
• Work with the leadership team to provide analytical support and recommendations for staffing resources to meet objectives such as service levels, occupancy, cost per call, etc.
• Available during scheduled shift via phone call or MS Teams.
• Analyze call center performance history to determine optimum off production activities as well as shrinkage and occupancy goals.
• Balance multiple priorities with little or no direction
• Identify what resources are required to implement parts of projects.
• Effectively use project plans to focus work and ensure deadlines are met.
• Monitors Workforce Management tools real time to maintain service level data. Reach out to team members directly if status us showing as high away time, high talk time, late from lunch/breaks, etc.
• Evaluates daily call trends.
• Works with leadership to ensure agent adherence and/or conformance to schedules.
• Accurately inputs schedule changes received through the call out line or Workforce email requests.
• Prepares Time Utilization, Adherence/Conformance, and weekly scheduling reports.
• Updates any daily schedule exception and alerts team members of any real time updates made.
• Designs/creates various reports for staffing and analysis.
• Creates reports utilized by leadership for staffing/ productivity measurements.
• Assists in creating schedules/scheduling scenarios utilizing workforce management technology. Experience with Five9
  preferred
  .
• Interacts with leadership to provide decision support and complete various scheduling-related projects with minimal supervision.
• Analyzes daily call trends and alerts Workforce Management Analyst to needed staffing updates.
• Manages Five9 queue skills for Tier 1 and Tier 2 teams.
• Performs other duties as assigned. Comply with all policies and standards.

Skillsets
: Accuracy, Critical Thinking, Analytical, Team Player, Problem Solving, Clear Communication

Required
:

• 3+ years of experience spanning a combination of leading and managing complex data driven projects (preferably in a medium to large size company), of relevant HRIS system experience (including ERP System implementation), and/or business acquisition project management including due diligence analysis, integrating business process, migrating data, tracking and resolving complex "issues' lists, meeting milestones.
• Adept at establishing partnerships and building relationships with key stakeholders and teams using strong interpersonal skills: listening, confronting, challenging, straightforwardness, rapport, trust, warmth, compassion, humor
• Ability to think strategically and critically in developing measurement solutions; excellent analytical and research skills
• Strong business acumen with sound logic and strong problem-solving skills
• Strong communication and change management skills, ability to work effectively with team members from all levels of the organization
• High level understanding of complex business processes, policy compliance and best practice standards
• Ability to analyze large volume of data, identify patterns, define problems, with a deep understanding of its scope and impact to HR business function
• Ability to lead and manage complex projects with cross functional team members
• Strong process and continuous improvement mindset
• Strong organizational and time management skills; proven track record in meeting deadlines
• Self-motivated and directed with ability to prioritize both the micro and macro imperatives
• Customer focused, excellent follow-up skills
• Proficient in Microsoft Office suite and the Microsoft Apps ecosystem, with specific expertise in Excel and data visualization
• Able to conduct oneself professionally, maintaining confidence, confidentiality, integrity and objectivity

Preferred
:

• PeopleSoft
• HRIS
• Basic SQL Queries
• Project Management

Education
:

• Bachelor's degree in human resources, finance, or business, or related field AND four (4) years' relevant experience

Education & Experience Preferred:

• Master's degree in business, finance, accounting or analytics
• Professional work experience in a healthcare setting
• Recognized professional certification in Project Management, Change Management, Data Analytics, or related fields