The Workforce Management Analyst will support the performance and operational excellence of our multi-site, blended contact center environment. This role will play a pivotal part in optimizing staffing models, managing workforce data, and enabling real-time and strategic decisions through advanced reporting and analytics.
Requirements
- Generate and maintain forecasts using historical data, seasonal trends, and business inputs.
- Collaborate with WFM planners to create optimized agent schedules that align with service goals and staffing budgets.
- Conduct shrinkage, occupancy, and headcount modeling to support hiring and workforce strategies.
- Identify risks and recommend actionable adjustments to meet SLAs and KPIs across multiple channels (voice, chat, email).
- Design and deliver interactive dashboards and automated reports in Power BI to track agent productivity, schedule adherence, service levels, and interval-level performance.
- Perform root-cause analysis on performance gaps (e.g., under/over staffing, absenteeism, unproductive time).
- Own the generation of daily, weekly, and monthly reporting packages for stakeholders.
- Partner with stakeholders to correlate performance trends with coaching and training outcomes.
- Responsible for the data integrity of WFM system (or comparable WFM tools) to ensure accuracy of schedules, real-time adherence, agent profiles, and reporting data.
- Maintain system configurations, troubleshoot integration issues (ACD/CRM), and liaise with IT and vendor support teams.
- Lead user onboarding, role assignments, and maintenance of system documentation and SOPs.
Benefits
- Paid Time Off
- 401k Matching
- Retirement Plan
- Relocation Assistance