Sr Workforce Management Analyst

Provide actionable insights through data gathering and analysis, and present findings to service leaders. Responsibilities include long-term forecasting at least 18 months in advance, staffing analysis and recommendations, documenting return on investments, analyzing and proposing actions that will improve Contact Center performance, serving as a subject matter expert in Workforce Management (WFM) practices, and providing support to WFM team to ensure all short-term and real-time tasks are completed.

Responsibilities:

• Long term planning of each assigned business unit maintaining a rolling 18 month forecast and headcount requirements, In-Chair Occupancy, and Capacity / Staffing Plan across multiple communication channels (phone, email, chat).
• Prepare and deliver proposals, presentations, and cost benefit analysis for staffing recommendations.
• Coordinate coverage and completion of intra-day, daily, weekly, and monthly deliverables with short-term and real-time workforce management team members.
• Update queue and agent settings in Calabrio to align with changes with assigned business units.
• Maintain skilling matrix for each business unit assigned.
• Monitor profile requests to ensure forecast/performance impacts are tracked.
• Work with short-term and real-time workforce management team members to audit skilling, schedule requests, and ongoing task completion on a weekly basis.
• Serve as subject matter expert to assist with training new employees and assist team members with process questions.
• Research Workforce Management industry trends and best practices to recommend improvements to processes and procedures.
• Attend weekly meetings for each business unit assigned and present Capacity Plan on a monthly basis (or as requested).
• Work with strategic partners to enhance service delivery, drive efficiency, meet KPI and SLA expectations and leverage investments in technology.
• Other duties as assigned to support the general purpose of the position’s function.

Qualifications:

• Bachelor's Degree - Preferred
• in
• 3 years of experience in Workforce Management, Long-term forecasting, Staffing Analysis, and Capacity Planning in a multi-channel environment.
• Possesses strong technical aptitude.
• Excellent interpretation of complex statistical data.
• Strong verbal communication and listening skills.
• Effective interpersonal skills.
• Excellent collaboration and team building skills.
• Excellent organizational skills.
• Ability to lead/manage others.
• Demonstrates project management skills.
• Develops and delivers effective presentations.
• SWPP Certification - Preferred