Role Description

The WFM Analyst will perform duties and responsibilities including (but not limited to):

• Leadership
  • Communicate with management and operations team to ensure compliance with WFM standards.
  • Contribute articles to Newsletter publications to improve communication with site leadership.
  • Collaborate with operations team to develop service level standards and determine best practices in workforce management and service levels.
  • Communicate orally and in writing sufficient to identify problem areas and make recommendations for improvement on system changes that impact call volumes, staffing levels, schedule efficiency and service level metrics.
  • Create process and procedure flows, data driven reports and presentations to identify improvement opportunities.
  • Participate in and/or lead small group process improvement initiatives related to enhancing workforce management processes and increasing communication with Site Management.
  • Experienced in Customer Acceptance Testing Procedures.
  • Lead projects/initiatives to completion.
• Scheduling
  • Create and publish training and work schedule scenarios.
  • Manage changes to schedules to ensure adequate daily resource coverage.
  • Oversight and management of day-to-day schedule exceptions.
  • Process management requests for modifications of scheduling events such as meetings, trainings, etc.
  • Resolve scheduling issues with care center operations personnel.
• Managing Real-time / Intra-day
  • Provide real-time monitoring and workforce management techniques to make intra-day adjustments to achieve business objectives.
  • Monitor attendance and schedule adherence.
  • Maintain running report of attendance incidents.
  • Perform continual analysis of current performance and conduct real-time re-forecasting to make necessary adjustments in staffing plans to achieve business objectives for a multi-site operation.
  • Adhere to scheduled tasks to include Adherence Reports, Health Checks, Intra-Day / End of Day Reports, Email Responses, Skilling Requirements, Change Request Forms.
• Forecasting
  • Model hourly and daily forecasts based on historical data.
  • Gather data to develop call volume and staffing forecasts.
  • Performing other related duties as required or assigned.

Qualifications

• 10+ years of related experience.
• Bachelor’s Degree from an accredited College/University. Four additional years of relevant experience in lieu of college degree.
• 13 or more years of demonstrated WFM experience utilizing strong quantitative, analytical, and technical aptitude skills, preferably with multi-site operations.
• Experience with Genesys Workforce Management software (Genesys Cloud is a plus).

Requirements

• An ability to maintain a flexible work schedule including up to one hour prior and one hour after opening and closing care center times, including possible weekend coverage.
• An ability to work remote in a quiet, secure location.
• An ability and willingness to learn new software applications.
• Skills in complex problem solving, judgment, critical thinking and decision making.
• An ability to be highly organized with an emphasis on accuracy and timeliness.
• An ability to organize information and have attention to detail and accurately follow procedures.
• An ability to work alone with minimum supervision and with others in a team environment, occasionally under time pressure and on several tasks at the same time.
• An ability to effectively communicate orally and in writing with co-workers, management team, other departments, vendors, and outside agencies, including being sensitive to professional ethics.

Benefits

• Variety of medical plan options, some with Health Savings Accounts.
• Dental plan options.
• Vision plan.
• 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match.
• Full flex work weeks where possible.
• Paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave.
• 15 days of paid leave per calendar year to be used for vacations, personal business, and illness.
• 10 paid holidays per year.
• Paid Family Leave program provides a total of up to 160 hours of paid leave in a rolling 12 month period for eligible employees.
• Short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance.