Workforce Analyst

Job Summary

The Workforce (WF) Analyst is responsible for analyzing call volume and workload trends and patterns of the Engagement Center to provide appropriate staffing levels that facilitate the ability of the Engagement Center to meet the department goals. The WF Analyst works closely with Support Team Managers to provide the trend analysis and recommendations.

Essential Functions

To perform this job successfully, an employee must be able to perform each essential function satisfactorily, with or without reasonable accommodation. To request a reasonable accommodation, notify Human Resources or the manager who oversees the position.

Strategy and Planning

• Analyze past call volume and staffing patterns to create staffing schedules for all support teams to ensure service level goals are met

• Review forecasting and staff planning with management team, recommend adjustments where necessary

• Oversee all Real-Time and Intra-Day activities to ensure workloads and staffing levels are sufficient to meet the operational goals and customer expectations

• Monitor scheduling adjustments made by department managers to ensure accuracy and validity of data

• Enters all new employee information relevant to scheduling or inactivates terminated employee information

• Provides training and system support to users of the application

• Present complex ideas for a broad audience

• Assist with special projects

Job Qualifications

Required Qualifications

• High School Diploma or equivalent

• Proven problem-solving capabilities and analytical skills

• Requires excellent verbal and written communication skills

• Requires a consistent, positive attitude and respect for high quality standards

• Familiar with Microsoft Office suite

• Requires the ability to make quick, sound judgments

• Excellent multi-tasking and organizational skills

• Committed to being a team player

• Requires the ability to recall numerous guidelines and procedures, absorb new ideas & concepts

Preferred Qualifications

• Associate Degree

• Previous experience with Workforce Management and Contact Center environment

• Ability to present ideas in business-friendly and user-friendly language

• Highly self-motivated and directed

Working Conditions

Physical Demands

• Operating a computer or other office devices for the majority of the workday 

• May occasionally need to move packages up to 10 pounds such as office supplies or equipment

• Must be able to communicate with others in person, over the phone, and in writing 

• Must be able to understand and effectively exchange accurate information with others such as coworkers, customers and vendors  

• Must be able to read and interpret various electronic and written documents

Environmental Factors

This position is in an office environment in which team members occupy desks in assigned areas or at meeting/collaboration spaces within the building. The building’s primary work areas consist of desks, chairs, computers and other office equipment and devices for professional services.

Travel and On-call

This position does not require travel, this position is not part of an on-call rotation.