Sr. Workforce Management Systems Analyst - Alvaria WFM

Sr. Workforce Management Systems Analyst

Wisemen Multimedia, LLC is seeking a skilled Sr. Workforce Management Systems Analyst to join our Contact Center Support team. Our team supports the management of the largest private, secured, civilian government toll-free telephony infrastructure in the United States. Provide technical support to multiple user groups located at 30+ local and remote IRS service centers. The Sr. Workforce Management Systems Analyst is accountable for supporting the development of accurate operational forecasts for volumes, average handle time, and shrinkage based on historical patterns and predictive analytics, utilizing multiple forecasting techniques. The selected candidate will be charged with identifying, researching, and data abnormalities. This position will work closely with business leaders to gain insight into the day-to-day operations of the organization and project impact of future initiatives. As such, partnership with all areas of the business and quantifying impact will be a critical requirement of this role. Candidates should be experienced in analytical and critical-thinking skills, leadership communication, contact workforce management experience, and have a proven track record of collaboration within cross-functional organizations.

Primary Duties & Responsibilities:

• Establish ad-hoc reports, templates, and information (Commissioner mandates, FEMA, emergency procedures).
• Make recommendations for improvements in call statistics.
• Capture web analytics data primarily through Alvaria WFM.
• Develop and maintain statistical forecast models for workload and staffing requirements, including forecast vs. actual trends, and forecasting for trend changes due to seasonal variations and other operational variables.
• Utilize performance analytics tools to identify agent and volume behaviors for future forecast and schedule scenarios and recommend action items to drive efficiencies and improve workflow.
• Utilizes advanced SQL programming to manipulate, forecast, and project models that operationalize, optimize, and drive business performance.
• Ensure governance and compliance for best-in-class standard operating procedures (SOPs) related to forecasting, scheduling, and performance analytics.
• Create scenarios and present comprehensive recommendations for strategic staffing and hiring plans to ensure cost center optimization.
• Identify and communicate areas for continual improvement of service levels across the operation, recommending and initiating improvements necessary to attain expected targets.
• Review and analyze results and report on deviations from forecasts for data validation and root cause analysis.
• Review and identify trends or patterns of practices/activities that impact operational service level results.
• Measure and provide hindsight analysis for forecast accuracy and scheduling efficiency used for operational planning.
• Establish a regular cadence with business leaders to share insights/recommendations regarding volumes, average handle time, shrinkage, and hiring plans.
• Additional duties and responsibilities as assigned.

Qualifications:

• Bachelor's degree in business, accounting, finance, statistics, or economics, or an equivalent combination of education and work experience.
• Minimum of 8 plus years' experience in call-center forecasting.
• Advanced Excel skills and experience in formulas, arrays, table formatting, conditional formatting, graphs, pivot table reporting and Power BI.
• Strong IT background in troubleshooting contact center issues with recording software, including Verint 360.
• Hands-on experience with WFM Software, experience with Alvaria is required.
• Exceptional analytical and problem-solving skills, specifically tailored to workforce optimization.
• In-depth knowledge of workforce management tools, processes, and best practices.
• Experience with Contact Center technology, including Cisco, Verint, or Nice.
• Familiarity with relevant regulations and compliance requirements specific to workforce management.
• Understanding of forecasting and value-maximization techniques.
• Able to host meetings and discuss contact center issues.
• Must be able to write a standard operating procedure or desk-side guide.