Workforce Management Analyst

The Workforce Management Analyst is responsible for all aspects of workforce planning:  Primarily Forecasting and capacity planning. Secondary scheduling, exception management, and intra-day management which includes monitoring queues, reallocating resources, making last minute schedule adjustments, and reforecasting call volumes.

• Forecasting­ – Accurately forecast for multiple lines of business daily-yearly while maintaining a targeted variance.
• Capacity Planning – Ability to create and manage 12+ month capacity plans for multiple lines of business.
• Real Time Management Activities – Identify and coordinate real-time phone/non-phone activities such as overtime, meetings, training, and special projects. Plan all training, project time, and off-phone activities, and special events and input into WFM tool to ensure an accurate view of staffing availability. Coordinate with other departments, on a regular basis and as needed, to manage outages, special campaigns, etc. and to assure required non-phone activities are properly prioritized and scheduled within acceptable time frames. 
• RTM Schedules – Ability to identify changes in call volume and adjust resources according to meet the service level goals. Optimize scheduled breaks and lunches as resource requirements change, determine need for extra hours and/or leave early, assess availability for offline functions and approve/deny as required. Recommend real-time schedule changes and identify efficiency opportunities. Assist site leaders with creating schedules for new hires and to reallocate resources when workload requires. Review and respond to all schedule change requests. Update schedules with last minute changes. Assist with the creation of all schedule runs and schedule bids/changes. 
• Time Off Administrator – Process preplanned time off requests based on the needs of the business. Administer the call center’s vacation and personal day allocation including annual and month-to-month management of allotments and approvals. 
• Reporting – Provide reporting on absenteeism and schedule deviation while identifying trends and potential resolutions. Provide ad-hoc reporting as requested.
• Analysis – Determine appropriate time for re-forecasts throughout the day to allow for appropriate shifts in workload and calls based upon volume, available staff, and other business influences. Assist with analysis to interpret operational trends and aid in creating recommendations for possible improvement strategies based upon customer satisfaction trends. 
• Technology Administration – Assist Policy Services Director in maintaining WFM software tool (system access, agent set up, archiving reports, deleting old runs, etc.). Assist with documentation and workflows for IVR routing and telephony routing and setups.

Requirements

• Demonstrated strong analytical skills, with emphasis on forecasting
• Ability and willingness to learn new software applications
• Skills in complex problem solving, judgment, critical thinking and decision making.
• Ability to be highly organized with an emphasis on accuracy and timeliness
• Ability to organize information and have attention to detail and accurately follow procedures
• 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
• 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
• Ability to work occasionally evenings and weekends to meet deadlines.
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills

Education and Experience:

• Bachelor’s degree preferred, or 3 plus years relevant work experience
• Experience with Workforce Management software (forecasting, capacity planning, scheduling, performance tracking, reporting)