WFM Coordinator: Scheduling & Real-Time Analytics

Sitel Corp.; DeLand (FL); On-site; USD 21,000 - 26,000; Full time

Job summary

Foundever is seeking a Workforce Analyst to support long-range planning and real-time performance analysis in DeLand, FL. You will prepare statistical reports, analyze trends, and coordinate with management to improve data collection and scheduling efficiency.

The role requires a High School diploma or equivalent and 1–2 years of related experience. Proficiency with workforce management software and strong attention to detail are essential.

Qualifications

• High School diploma or equivalent required.
• One to two years’ experience; or any equivalent combination of related training/education and experience required.

Responsibilities

• This position assists with long range planning and on-going analysis of real time performance and the determination of alternative plans when necessary.
• Prepare statistical and narrative reports and recommendations and participate in the analysis and interpretation of data as appropriate.
• Collect, read, analyze, interpret, and summarize data in preparation & generation of statistical and analytical reports.
• Act decisively to solve account specific/individual issues related to data generation/analysis/interpretation
• Maintain collection and tracking of relevant data.
• Maintain appropriate records of contacts and results daily.
• Compile data and analyze past and current trends.
• Interact/Coordinate with management in an organized manner resulting in effective data collection and analysis.
• Work in accordance with the rules, roles and responsibilities set/specified by immediate supervisors.
• Deliver reports on time as requested by the client and/or management.
• Manage achievement of client performance objectives.
• Create and Maintain agent level schedules and attendance reporting.
• Proficiently understands and utilizes workforce management software.
• Monitor RTA and discuss any real-time adjustments to the schedule and/or demand routing changes that need to be made.
• Confirms schedule adherence ensuring optimal service levels and occupancy and performance target achievement.
• Maintains system access and profiles.
• Determines effective base to flex schedule ratios for each line of business or client.
• Prepares and presents informational seminars to groups of twenty or more instructing on the use and importance of tools for scheduling requirements, PTO requests, and exception management.
• Monitors and manages site activities to support service level agreements.
• Performs ongoing adjustments of schedule to meet training, policy notification, meetings, and coaching opportunities.
• Develops and updates as necessary process documentation on workforce management for auditing purposes.
• Develops initiatives to drive continuous improvement.
• May perform other additional duties and responsibilities as assigned

Education

High School diploma or equivalent

Tools

Workforce management software

Job description

Foundever is seeking a Workforce Analyst to support long-range planning and real-time performance analysis in DeLand, FL. You will prepare statistical reports, analyze trends, and coordinate with management to improve data collection and scheduling efficiency.

The role requires a High School diploma or equivalent and 1–2 years of related experience. Proficiency with workforce management software and strong attention to detail are essential.