PacificSource is seeking a Workforce Management Analyst to optimize staffing, scheduling, and real-time contact center performance to meet service level and efficiency. The role involves forecasting call volumes, monitoring intraday activity, and providing timely insights and issue-resolution support.
Requirements
- Analyze historical trends to develop short- and long-term forecasts across all channels and align staffing plans with business goals.
- Create and manage agent schedules (shifts, breaks, lunches, training, meetings, time-off) while maintaining agent profiles, scheduling rules, and system configuration in WFM platforms.
- Monitor real-time volume, queue health, service levels, agent states, and schedule adherence, taking immediate action to resolve spikes, dips, absenteeism, or performance deviations.
- Automate forecasting, scheduling and reporting processes using Excel, SQL, or VBA.
- Execute intraday schedule adjustments (moving breaks/lunches, reallocating shrinkage, rescheduling meetings) and modify staffing, routing, skilling or workload distribution to match demand.
- Identify, escalate, and resolve intraday risks, system issues, anomalies, or outages in partnership with IT/Telecom teams.
- Produce daily, weekly, and monthly KPI reporting (service level, occupancy, shrinkage, cost per call) and deliver intraday updates on volume, adherence, absenteeism, and arrival patterns.
- Conduct root cause analysis for forecast variances and performance deviations, documenting incidents, outages, and intraday actions for continuous improvement.
- Present actionable insights and recommendations to leadership to improve operational efficiency and customer experience.
- Serve as the central communication point for intraday updates, staffing risks, system issues, queue performance and volume anomalies.
- Partner with Operations, HR, Quality, Training, IT and WFM teams to resolve issues impacting service levels and customer experience.
- Communicate staffing changes and performance updates effectively.
- Participate in operational reviews and strategic planning meetings.
- Administer and utilize WFM/ACD platforms (e.g., Five9, NICE, Genesys, Calabrio) for forecasting, scheduling, adherence monitoring, routing, skilling, and intraday adjustments.
- Maintain knowledge of WFM best practices, call routing logic, and multichannel contact center operations.
Benefits
- Generous Paid Time Off
- 401k Matching
- Retirement Plan
- Health Insurance
- Dental Insurance
- Vision Insurance
- Flexible Spending Account
- Employee Assistance Program
- Life Insurance
- Disability Insurance
