The Workforce Management team is looking for a WFM Analyst who is responsible for deploying our workforce against volume forecasts to achieve maximum efficiency across phone, email, and back office support.  This position is responsible for the tactical planning, short to medium term schedule adjustment, historical trend analysis, and reporting to ensure the contact center achieves service levels and key performance indicators on a daily, weekly, and monthly basis

The ideal candidate has a strong understanding of contact centers and systems and is able to thrive in a fast-paced, constantly evolving, high-volume environment. The successful candidate will maintain a flexible task list and is constantly in tune with all customer facing departments. In the event that escalation procedures need to be activated, the WFM Analyst will be responsible for clear, precise, and timely communication with all relevant stakeholders at every level of the organization. The applicant must be able demonstrate ability to interpret large volumes of quantitative data, find trends/patterns and use them to drive action.

You will:

• Monitor Customer Success operations and performance and run staffing scenarios and analyze them to recommend enhancements to staffing and scheduling for optimal coverage and achievement of service level/abandon rate goals.

• Attend weekly WFM meetings with department leadership and WFM analysts to understand this week and next week’s call forecast and non-production plan and identify risks to the plan

• Identify areas of opportunity and concern to the broader operations and leadership team, implementing process improvements and targeted programs to address problem areas immediately.

• Understand and incorporate recruitment, training, attrition, and partner contract policies/procedures as they relate to WFM

• Support the Mission Control team with exception processing, ad hoc reporting, forecasting, and intraday management as needed

• Monitor daily/weekly/monthly KPIs and trigger escalation procedures when thresholds are reached

• Monitor intraday forecast vs. actuals, and adjust queuing, staffing, and schedules throughout the day, as required

• Provide intraday reporting to department leadership on KPIs and impact of any escalation procedures..

• Provide post-day summary and analysis on prior days to determine key drivers and impacts, as well as actions to mitigate future risk.

• Provide incident and outage response support, and immediately escalate any potential issues leading to variance from forecast.

• Provide communication to and from Operations and other support departments for escalation of service-impacting issues.

Qualifications

You Have:

• 2 years of WFM experience with skills in Intraday management, Capacity Planning, Scheduling, and Forecasting.

• Proficiency in compiling, analyzing, and summarizing large amounts of raw data using Excel

• Intermediate or higher Excel and/or GSuites Skills (e.g. vlookups, pivot tables, sumproduct/sumifs functions, etc.)

• Understanding of call center operations & metrics (i.e., AHT, Adherence, Occupancy, etc.) and underwriting productivity metrics (i.e., throughput, turnaround time, etc)

• Prior experience with Workforce Management tools (NICE IEX preferred)

• Intraday assistance with forecast adjustments derived from business drivers to determine required staffing levels by projecting call volumes, call duration, and required staffing levels using current trends and historical data

• Intellectual curiosity and experience in demand modeling

• Associates degree or an equivalent combination of education and experience

• Strategic planning, problem solving, analytical skills and the ability to balance multiple tasks simultaneously

• Excellent interpersonal skills and integrity with strong customer service skills

Preferred

• 4-year college degree with a major in analytical or technical field

• Working knowledge or interest in learning SQL, Looker, Hyperion or other BI and modeling tools

• Healthcare coverage
• Retirement Plans
• Employee Stock Purchase Program
• Wellness perks
• Paid parental leave
• Paid time off
• Learning and Development resources