Workforce Management Analyst

Description

As a Workforce Management Analyst, you will play a crucial role in optimizing the efficiency and effectiveness of our call center operations. You will be responsible for analyzing call volume trends, creating workforce schedules, and ensuring that staffing levels align with business needs. Your insights and recommendations will help improve customer service levels and operational performance.

Requirements

Essential Functions and Responsibilities

Workforce Planning

• Analyze historical call volume data and forecast future demand to create accurate staffing plans.
• Develop and maintain staffing models and schedules to ensure adequate coverage during peak and off-peak hours.
• Monitor real-time call volumes and adjust schedules as needed to respond to unforeseen changes.
  
  

Schedule Management

• Create and manage employee schedules, ensuring that shifts align with business needs and comply with labor laws and company policies.
• Collaborate with team leads and supervisors to accommodate time-off requests, shift swaps, and other scheduling adjustments.
  
  

Performance Analysis

• Identify trends and patterns in performance data and recommend actionable improvements.
• Utilize workforce management software and tools to collect, analyze, and interpret data.
• Provide support and training to team members on workforce management systems and best practices.
  
  

Process Improvement

• Implement process improvements to enhance scheduling efficiency and overall call center operations.
  
  

Customer Experience

• Ensure that staffing levels are aligned with customer demand to maintain high service levels and customer satisfaction.
• Develop strategies to minimize customer wait times and improve overall call center performance.
  
  

Minimum Qualifications

• Bachelor’s degree preferred, or equivalent work experience.
• Experience in workforce management, preferably with Verint WFM Software within a call center environment.
• Excellent communication and interpersonal skills.
• Experience with call center metrics and performance management.
  
  

Physical Requirements

General office environment physical requirements include sitting, extensive use of computers and keyboards, lifting of less than 20 pounds; and walking and standing for long periods of time to support team members.