As Workforce Management Analyst, you will be responsible for forecasting workloads for multiple sites, channels, and lines of business, to forecast resources required to process workloads and meet multiple global contact center service goals, while developing and maintaining reporting and analysis to manage these processes.
Primary responsibilities for this role will support our offshore call centers strategies by analyzing and improving contact center performance. The incumbent will source and mine data for analysis and reporting fulfilling on the strategic vision of continuous improvement and real-time scorecards. Incumbent will work closely with key leaders across all operational business units to support their objectives, identify improvement opportunities, and improve KPI performance. You will partner across the outsourced WFM team and work closely with key stakeholders to identify actionable insights while working to implement solutions geared toward capacity optimization related to forecasting, workforce scheduling, and continuous improvement.
Duties & Responsibilities:
Creation and ongoing maintenance of dashboards, reports, and telephony platform.
Develop, manage and forecast volume and resource capacity requirements.
Develop a plan for adaptation within the business that aligns with business strategy of all stakeholders.
Create and deliver compelling business presentations, from data analysis to key stake holders and leadership.
Conduct root cause analysis of interaction data identifying trends/patterns and recommend solution(s) for improvement.
Stay relevant with software enhancements, and research available technology to contribute to the overall business strategy.
Autonomously identifies business risks/opportunities and provides strategic/tactical recommendations using data-driven analysis.
Provide support to the business by performing ad-hoc analysis, reporting, and Partner with internal affiliates to further business understanding.
Lead continuous improvement initiatives to ensure the contact centers meet financial goals and KPI objectives.
Find creative solutions to complex problems through data management and analytics.
Provide written, visual, and oral communications to all levels of leadership.
Improve processes to optimize performance and value over time.
Provide insight into areas of opportunity on metrics and / or the efficient use of resources using data.
Other duties as assigned.
Education & Experience
Knowledge of workforce management tools and concepts including forecasting, and scheduling methodologies
Prior Workforce Management Experience with proven success in supporting forecasting, capacity planning, scheduling, real-time management and reporting
Ability to work cross functionally and collaborate effectively with business partners as well as ability to navigate complex environments.
Demonstrated ability to manage concurrent initiatives and use effective judgment in decision making, prioritization, and time management
Excellent relationship management skills
Ability to work independently within a cross-functional remote team environment
Bachelor's Degree with Major Area of Concentration in a related field or relevant work experience.
Minimum 1-2 years’ experience in a call center environment and insurance/financial services industries preferred.
Required Technical Skills
Prior experience with Genesys Cloud, Avaya, Cisco, IEX, UJET or other ACD phone system
Experience with WFM software (Genesys Cloud, Verint, Aspect, eWFM, etc.)
Demonstrated ability to apply workforce management technology and processes within geographically dispersed and disparate operating environments to achieve optimal efficiency and customer satisfaction
Excellent analytic ability to work with large data sets from multiple sources and database applications to create solutions and optimize WFM
Project Management experience dealing with projects of different sizes