Job Description

Workforce Management Analyst
The Contact Center Workforce Management Analyst is responsible for support of Contact Center operational functions with scheduling, and intraday management and performance and service for a dispersed and onsite 24 x 7 Contact Center operation. The workforce consists of agent groups responsible for handling front and back-office operations, including inbound and outbound communications via phone, email, chat, and ticket management. Supports and incorporates best practices in workforce management to ensure consistent procedures and data-driven, timely decisions. Workforce Management Analyst will maximize efficiency while meeting requirements for the organization's vision, mission and customer strategies. Has knowledge of current local country markets.

  • Supports the Contact Center forecasting and staffing process and models. Analyzes contact volumes and patterns. Ensures contact center and staffing models include accurate, updated information. Captures, stores, and reports on historical statistics (service level, occupancy, forecast accuracy, etc.) and provides root-cause analysis and business impact analysis for all performance variances. Identifies contact volume trends and averages on a monthly, quarterly, and seasonal basis. Reports the workload trends and staffing requirements to management and executive leadership teams. Utilizes workforce management software and various internal data sources to accurately forecast contacts both short and long-term and determine staffing requirements. Establishes and maintains communication channels regarding events that impact contact workload. Communicates necessary adjustments to workforce requirements based on dynamic forecasts; re-forecasts when necessary.
  • Accountable for timely delivery of agent schedules Ensures proactive and real time scheduling of activities such as training, meetings, and overtime. Ensures schedules make effective use of resources while meeting service objectives and scheduling accuracy goals.
  • Utilizes the (WFM) Platform for forecasting, scheduling, tracking, monitoring and reporting the daily/monthly call center statistics to include volumes, schedule adherence and service level achievement for agents within Country providing services.
  • Conducts intra-day staffing and service, including analysis of real-time workload and call routing to manage performance to service level requirements. Analyzes and addresses escalated service delivery issues when needed between Contact Center Managers and Operational Leadership.
  • Interfaces with Contact Center Management, Quality, Training, and Operational teams to optimize scheduling of the hiring and training of new employees, as well as the ongoing development and multi-skill training for existing employees. Coordinates with peer groups, and Contact Center Managers across sites to identify opportunities for service improvements and business optimization.
  • Leverage industry leading processes and technology to drive workforce scheduling processes that will optimize the overall customer experience.

  • Strong understanding of Call Center technology and WFM tools, IVR's, ACD's, ACD reporting, and contact routing strategies. Preferred knowledge of Nice and IEX capabilities.
  • Self-motivated and must excel in a minimally managed position. Ability to work independently with efficient time management skills, adapt to changing priorities, meet deadlines and work well under pressure.
  • Advanced mathematical skills and attention to details. Needs to demonstrate ability to calculate statistics. Strong analytical and problem solving skills, with the ability to identify problems, collect data, and notify of trends/changes to KPI, SLAs and scheduling change recommendations..
  • Excellent written and verbal communication skills with the ability to effectively communicate and share information while responding to questions from groups of managers and senior leadership.
  • Skill in establishing and maintaining effective working relationships across various groups.
  • Ability to make decisions within the scope of assigned authority
  • Experience handling multiple tasks simultaneously in a fast-paced environment as an individual contributor or team member
  • Preferred experience with coordination and interfacing across dispersed contact center and (WFH) work from home agent populations and 3rd party suppliers
  • Proficient in MS Word, MS Excel, MS PowerPoint

Equal Opportunity Employer:Eclaro values diversity anddoes not discriminate based onRace, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

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