Workforce Management Analyst

Role & responsibilities

1. Creates long term and short term forecasts
2. Applies intermediate knowledge of forecasting methodologies and tools.
3. Works closely with TMs, operations managers and support teams to understand headcount levels, helps to develop hiring plans and maintain staff plans.
4. Conducts real time queue management and break management. Effective monitoring of correct aux code usage to be done.
5. Generates performance data and dashboards. Publishes performance score cards.
6. Utilizes data from various workforce management tools to provide in-depth analysis of workload factors for lines of business with basic to highly complex member contact areas and/or back office functions.
7. Responsible for the scheduling process through system and if required through manual methodology. Prioritizing the needs of the business while best meeting the needs of CSOs.
8. Analyzes actual results against plan and forecast and recommends interventions where appropriate.
9. Proactively work with Management and Operations to increase utilization and efficiencies in the customer centers
10. Tracks all the system and network downtime. These reports are then compiled and summarized and used for reporting.
11. Works along with TM on the floor will also check on all floor rules and ensures the dos and “don’ts” are adhered to and applied across regional based on best practices.
12. Gathers information, business intelligence, analyzes data trends, identifies root cause(s) and provides information to team members and department leadership.
13. Effectively partners with appropriate business areas to integrate member channel demand into the overall forecast.
14. Make presentations to various levels of management when required
15. Works under limited supervision, using established procedures.
16. May instruct, guide and oversee work of lower-level professionals when needed.
17. Identify and develop future leadership in Workforce management.

Preferred candidate profile:

1. Degree / Diploma Holder
2. At least 4-5 years experience in customer centre. Experience in WFM is required.
3. Strong MS Excel skills required.
4. Knowledge in forecasting and Scheduling.
5. WFM systems ( e.g Impact 360, IEX, Aspect, Genesys will be advantageous)