Workforce Management Analyst Job Description Template
Our company is looking for a Workforce Management Analyst to join our team.
Responsibilities:
- Perform assistance to the WFM team as needed, performing additional duties as required;
- Provides real time communication with the WFM team and supporting Supervisors;
- Ability to sit at a computer terminal for an extended period of time;
- Support WFM team with ad hoc reporting by updating historical compilation of intraday metric results outlined for each team and department;
- Monitor and respond to real time contact center volume traffic for multiple departments;
- Responsible for the contribution and maintenance of the departmental WIKI;
- Open working environment with moderate exposure to noise (business office with computers, printers, light traffic, telephone calls);
- Consistently demonstrate Geotab’s Core Values in all daily work and interactions;
- Provide real time segment adjustments to ensure service levels are maintained or above the business goals and expectations;
- Provide weekly and monthly metric reporting to stakeholders;
- Budget, capacity planning, shift bid analysis, short term forecasting;
- Completion and coordination and oversight of ad hoc analysis and team initiatives and projects;
- Automation of existing department functions and process documentation and improvement;
- Main point of contact for operational leaders;
- Coaching and training of less tenured analysts.
Requirements:
- Experience with WFM products (Verint) and phone switch monitoring applications (Cisco Webview) preferred;
- Exercise independent judgment and select criteria to set standard procedures;
- 4 years of previous workforce management experience or 3 years workforce experience plus 2 years project management;
- Post secondary degree desired with mathematical or statistical course work;
- Demonstrated knowledge and understanding of key call center performance metrics such as service level, ASA, AHT, adherence;
- Understanding of statistical methods;
- Capacity to maintain composure in critical situations and communicate clearly with stakeholders;
- Create formal networks involving coordination across multiple groups;
- Attention to detail;
- Act independently to determine methods and procedures on new/special assignments;
- Expert level Excel skills (complex calculations, pivot tables creation/manipulation, external data links, macros, VBA);
- 2+ years WFM in a large multi-site contact/multi-time zone center;
- Ability to analyze data, using the data to drive decision making and implement effective resolutions;
- Experience with multiple WFM software (IEX, Verint, Impact 360, Aspect);
- Microsoft Office, Power BI (preferred) and Google Business Suite (docs, sheets, slides, forms etc.).