Workforce Management Analyst

At VGM we live by a common set of values that we call our power of one principle. These are the behaviors that guide how we work together, how we treat one another and how we serve others. As you look to create your future with VGM, check out the details below to determine if this opportunity could be the next step on your career path.

The VGM Corporate IT department is a dynamic team dedicated to providing innovative technical solutions to a large enterprise organization. Our corporate team partners with all VGM divisions and subsidiaries to provide valuable technology solutions at all levels of the organization. In this role, you will make a direct impact on the efficiency and effectiveness of our workforce.

Position Summary

The Workforce Management Analyst is responsible for analyzing contact center data to optimize the workforce and provide the best possible customer and employee experience. This role ensures that resources are maximized for forecasted contact management, capacity planning, and more in business units that utilize the contact center to make the most efficient use of people, processes, and technology. This role will analyze intra-day, daily, weekly, monthly, and annual forecasts of contact activity from all touch points (inbound, outbound, web/email, etc.) to identify opportunities for efficiencies and process improvements.

Reporting to: Director of Workforce Management

Working Location: On-Site, Hybrid, or Remote

Work Hours Classification: Full-Time

Position Responsibilities

The Workforce Management Analyst will analyze workforce management data to make recommendations for process and people efficiencies to leadership in business units that utilize the contact center. This role will collaborate directly with business unit leaders to maximize resources.

Duties Include

• Analyze, interpret, and communicate data to provide assistance in setting departmental direction, goals, and standards to ensure best-in-class Service Level performance of the contact center operations.
• Monitor Automatic Call Distribution (ACD) queues and report Service Level performance, average speed of answer, abandon call rates, average handle times, occupancy, and other call center metrics. Communicate data findings to leadership and provide recommendations based on analysis.
• Perform daily administration of the Workforce Management and Automatic Call Distribution (ACD) systems, including setup and maintenance.
• Monitor,, schedule/skillset changes, fluctuations in call volume , and exceptions to ensure optimal service levels and maximum efficiency . Recommend and initiate real-time actions to ensure Service Level success.
• Participate in routine leadership meetings/team huddles to review service results and revise strategies in regard to daily recovery/success, process efficiencies, and optimization of resources.
• Ensure that all analysis and reporting is accurate and completed in a timely manner.
• Analyze data to generate reports for presentation to senior management and make recommendations for continuous improvement of the call center's performance.
• Provide data-driven insight into workforce planning to ensure optimal utilization of call center resources while taking into account vacation/PTO management, schedule and shift coverage/swaps, as well as breaks, lunches, training, and all offline activities.
• Assist leadership with how to best coordinate offline activities (e.g., team meetings, vacation, coaching, and time off) to minimize service level impacts.
• Partner with department managers, supervisors, and staff to ensure their understanding and management of Service Level objectives and processes through presentations/training classes and ongoing communication.
• Ensure work is performed in compliance with company policies, including Privacy/HIPAA and other regulatory, legal, and safety requirements.
• Undertake additional projects as assigned by management.
  
  

Education/Experience

Position Qualifications

• Bachelor’s degree or equivalent combination of education and applicable job experience.
• 2-4 years’ experience in Workforce Management system and Automatic Call Distribution (ACD) reporting tools.
• 2 years’ experience in supporting a team in a contact center environment.
  
  

Skills And Competencies

• Knowledge of Workforce Management best practices in key areas such as Real-Time Analysis, Scheduling, Forecasting, Capacity Planning, and Reporting within a contact center environment.
• Ability to effectively interface, collaborate, and communicate with all levels of management
• Strong problem-solving skills for quick identification and efficient resolution of issues.
• Ability to assert own ideas and persuade others through effectively consolidating, evaluating, and presenting relevant information.
• Adept at seeing change as an opportunity to improve business performance and campaigning for it when necessary.
• Computer competency, including MS Office, Internet, ERP, and navigation of customer relationship management systems. Good organizational skills and attention to detail.
  
  

Physical Requirements

• Operation of office equipment and using technology efficiently such as computers, phones, misc. office equipment
• Visual abilities to include reading, distance vision and peripheral vision
• Moving throughout the VGM facilities when needed.
  
  

This job description reflects the general duties of the job but is not a detailed description of all duties which may be inherent to the position. Reasonably related additional duties may be assigned to the individual Associate.

VGM Group, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.