Senior Workforce Management Analyst - Full Time (Call Center LV)

Caesars Entertainment; Las Vegas (NV); On-site; USD 60,000 - 80,000; Full time

Job summary

Caesars Entertainment in Las Vegas is seeking a Senior Workforce Management and Reporting Analyst to manage forecasting and scheduling in a dynamic contact center. This role includes analyzing contact volumes to meet service levels and creating staff schedules.

The ideal candidate has 3 years of contact center experience and a strong understanding of WFM processes. You will be responsible for ensuring that operations meet the highest standards in service and productivity while utilizing your analytical and leadership skills in a fast-paced environment.

Qualifications

• 3 years of contact center experience required.
• 1 year of customer service job experience is necessary.
• Familiarity with WFM and reporting software preferred.

Responsibilities

• Forecast and analyze contact volumes and create schedules.
• Monitor and ensure service level goals are met.
• Create and maintain forecasts based on historical data.

Skills

WFM processes knowledge

Microsoft Office (Excel, PowerPoint, Word)

Excellent communication skills

Mathematical skills

Ability to handle multiple tasks

Upbeat and positive disposition

Education

High school graduate

Tools

Contact center software

WFM software

Job description

Responsibilities/Purpose

The Senior Workforce Management and Reporting (WFM) Analyst will be responsible for forecasting, analyzing and reporting on contact volumes and handle times for a multi-skilled contact center and creating schedules that will allow the center to meet its service level, sales, abandonment, training, and budgetary goals. The Sr. WFM Analyst must be proactive, hardworking, and able to meet deadlines within a fast paced and dynamic environment.

Job Functions

• Creates and maintains long and short term forecasts by projecting future contact volume and handle times and analyzing historical trends, overhead, seasonality and marketing schedules to meet/exceed sales and services standards.
• Gathers and analyzes data in regards to hiring, budgeting, and labor related issues for improving service and/or sales and assists with communicating results to management.
• Gathers and analyzes data for shift/holiday bids. Creates and distributes shift/holiday bids that will allow the department to balance labor expenses and customer expectations.
• Creates and adjusts weekly schedules based upon forecasted contact volume and handle times. Creates and maintains annual vacation schedules based upon forecasts and training needs. Gathers and analyzes data for approval to schedule time off and overtime based upon the active forecast and intraday.
• Ensures that service level, occupancy, abandonment, and cost per minute goals are met by monitoring and making adjustments to schedules based upon the active forecast and intraday statistics. Assists with monitoring activities and assures that agents are adhering to their posted schedules.
• Responds to all requests from management and supervisors professionally and in a timely manner.
• Shifts contact volume based upon intraday between different workgroups and contact centers.
• Assists in the timely delivery of all departmental productivity reports. Creates custom reports for management based upon their requests and department needs. Pro-actively analyzes and reports contact center statistics to improve service and labor cost. Tracks statistics for all department pilots and projects.
• Assists in scheduling trainings, buzz sessions, briefings, team meetings and all other off phone activities based upon the active forecast and intraday statistics.
• Maintains agent information within all departmental databases.
• Assists with the attendance tracking and payroll to ensure timeliness and accuracy is at the highest standard.

Essential Requirements

• Education: High school graduate.
• Experience: 3 years contact center experience and 1 year customer service oriented job experience. Familiarity with reporting and WFM software.
• Abilities:
  • Must be able to type.
  • Must have a thorough knowledge of the WFM processes including forecasting, scheduling and daily management.
  • Intermediate level of Microsoft Office programs (Excel, PowerPoint, and Word).
  • Excellent leadership, organizational, listening, interpersonal, analytical, written and verbal communication skills required.
  • Must have good mathematical skills and a basic understanding of call center and workforce management terminology and call center productivity metrics.
  • Must demonstrate an upbeat and positive disposition.
  • Must be highly motivated, proactive individual and independent thinker.
  • Must be able to handle multiple tasks in a high volume, fast paced environment.
  • Must be able to motivate and inspire the team to achieve desired results.
  • Knowledge of computer, telecommunications functions and systems, customer service and telemarketing. Excellent, developmental and motivational skills required.
• Desired Skills:
  • Some knowledge of IEX or other scheduling software, SQL, VB and Showcase preferred but not required.
  • Reservations or Front Desk experience preferred but not required.

Disclaimer

This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed when circumstances change (e.g. emergencies, changes in personnel, workload, or technical developments).

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

Caesars Entertainment reserves the right to make changes to the job description whenever necessary.

As part of Caesars Entertainment’s employment process, finalist candidates will be required to complete a drug test and background check prior to an offer being extended. Caesars Entertainment Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, national origin, gender, age, religion, disability, sexual orientation, veteran status, or marital status.