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The Senior Workforce Management Analyst is responsible for the daily efforts to provide a great customer and employee experience by effectively delivering real-time (intra-day) management with the purpose of optimizing resources to achieve business objectives. Key functional responsibility includes the ability to demonstrate a strong understanding of how planning/forecasting staffing requirements translate to the creation of optimal schedules and real-time (intra-day) management to support multi-department contact center operations. The ability to create forecasting and scheduling to that forecast is crucial. This position requires some evening and weekend availability as business needs arise.
Inherent Characteristics
- Customer Focus: must demonstrate competency in dealing with all levels of stakeholders and building strong relationships with teams/Partners and all organizational customers.
- Functional/Technical Skills: must possess strong quantitative, analytical and technical aptitude skills
- Drive for Results: must possess the ability to work under pressure, meet deadlines and be accountable for performance.
- Time Management: must be able to multitask, be detail oriented and demonstrate strong organizational skills.
- Interpersonal Savvy: must demonstrate excellent interpersonal skills with all levels of organizational customers and team members.
- Written Communication: must possess the ability to effectively, accurately and concisely convey thoughts and concepts, and provide information to all organization customers.
- Problem Solving: must demonstrate the proactive ability to find and define problems, understand business impact, identify solutions and provide recommendations for corrective action.
- Decision Quality: must possess the ability to work independently, establish priorities and demonstrate good judgment skills.
- Learning on the Fly: must be willing and able to take the initiative for learning, increasing knowledge and improving skills in a self-directed manner to improve performance and position added-value.
- Dealing with Ambiguity: ability to adapt and excel as a team player in a fast-paced and change-oriented environment.
Key Responsibilities:
- Perform continual analysis of current performance (noting recent historical trends) and conduct real-time re-forecasting to make necessary adjustments in staffing plans and coordinate with Operations teams to achieve service level goals / business objectives for a multi-site operation.
- Analyse capacity plans and undertake appropriate calculations to estimate job requirements , resources and review plans. If required make appropriate adjustments in the event of changes and unforeseen circumstances
- Maintain constant communication with Operations teams to coordinate needed staffing adjustments based on current and forecasted results.
- Produces call volume forecasts on a daily, weekly, monthly and annual basis for multi-site operation.
- Generates and evaluates staffing schedules, and ensures data updates into the scheduling system. Generates short and long-term staffing models and provides recommendations based on analysis.
- Compares results to forecast and identify opportunities for improvement.
- Provide daily/intraday performance reports to leadership and other related duties as assigned.
- Provide support and guidance to the RTA team on usage of tools (IEX, Genesys, Tableau GCXI etc.) and workforce management techniques to make intra-day adjustments in an effort to maximize resource efficiency and achieve service level goals / business objectives.