Overview
The WFM Analyst position is responsible for playing a central role in the data and reporting of Operations performance. This role will work with Excel, CRM, and other applications. The WFM Analyst will work closely with the Program Managers and Supervisors to make sure business objectives are attained by optimizing human resources.
Main duties include monitoring real time and historical staff patterns, forecasting workloads and staff requirements, tool maintenance, create and delivering reports of shrinkage in schedules. This role will work as a WFM subject matter expert to report schedule adherence and other KPI Metrics as needed, observe and report out on attendance incidents, and communicate KPI data with staff members as necessary. The emphasis is not simply on improving operational efficiency or on managing the workforce effectively but tying actions to the customer experience.
Responsibilities
- Utilize specialized software tools to manage and forecast staffing levels for multiple lines of business (NICE IEX/InContact, Five9, Genesys, Verint, Excel models, etc.)
- Provide operational and maintenance support of the WFM tool.
- Develop schedules to meet contact volumes and service levels for multiple business teams and communicate work/training schedules for agents to operations management.
- Work with contact center management to ensure agent adherence and/or conformance to schedules
- Recommend schedule adjustments based on staffing needs and provide on-demand reporting to determine staffing levels.
Qualifications
- Bachelor's degree in Mathematics, Business, Statistics, or Industrial Engineering
- Previous experience with established WFM software (NICE IEX/InContact, Five9, Genesys, Verint, Excel models, etc.)
- Prior experience with Salesforce CRM (or similar applications) preferred
- Previous Workforce Management experience preferred
- 1-3 years of experience in similar workforce management role, including forecasting, staffing, and scheduling desired
- 2-3 years of Data Analysis experience capturing, storing, and reporting historical statistics.
- 2-3 years of Excel experience with intermediate knowledge of formula definitions preferred.
- Ability to maintain and create reports in Excel to forecast results and trends
- Skilled in evaluating information and presenting it in a logical manner to select audiences
- Must have strong mathematical and statistical skill set to maintain accurate data reporting and analysis
- Excellent communication skills
- Attention to detail and high level of accuracy
- Strong organizational skills and high attention to detail to meet deadlines in an environment of constantly changing priorities.
