Workforce Management Analyst

Dev; Louisville (KY); On-site; USD 60,000 - 80,000; Full time

Job summary

A leading telecommunications company in Louisville, KY, is seeking a Workforce Management Analyst to analyze call volume trends and prepare forecasts. You will develop comprehensive scheduling models to ensure efficient staffing at contact centers, manage indirect reporting relationships, and collaborate with various departments. Candidates should possess a Bachelor's degree, 2 years of relevant experience, and strong analytical skills. This position offers an office environment with a 24-hour service capability.

Qualifications

• Degree in statistics, business, or related field or equivalent experience.
• 2 years of workforce management scheduling and forecasting software experience.
• 2 years of inbound contact center experience.

Responsibilities

• Analyze call volume trends and prepare forecasts.
• Develop forecasting and scheduling models using WM tools.
• Manage indirect reporting relationships with Workforce Supervisors.
• Align call demand with agent supply to meet objectives.

Skills

English proficiency

Microsoft Excel

Data analysis

Problem-solving under pressure

Supervision and motivation

Project management

Decision-making

Education

Bachelor's degree in statistics, business, or related field

Tools

Microsoft Access

SQL

Oracle

Job description

JOB SUMMARY

The Workforce Management Analyst is responsible for analyzing call volume trends, preparing forecasts and providing scheduling recommendations for Charter contact centers.

MAJOR DUTIES AND RESPONSIBILITIES

• Actively and consistently support all efforts to simplify and enhance the customer experience.
• Develop a comprehensive forecasting and scheduling model using Workforce Management tools to forecast call volume; create staffing requirements and generate work schedules for contact centers.
• Guide and manage indirect reporting relationships with local Workforce Supervisors and Scheduling Administrators.
• Determine yearly, monthly, daily, and intra-day workforce requirements by gathering data on contact center statistics, marketing campaigns, system events, etc.
• Coordinate and facilitate collaboration with customer care leadership, marketing, technical operations, human resources, finance, information technology, outsource partners, and others to capture forecast and staff impacting activities.
• Manage forecast results by providing feedback, input, and reporting to business partners to develop more scientific and accurate forecasting methodology.
• Align call demand with agent supply to achieve key performance objectives (service level, utilization, budgeting, etc.).
• Provide long-term forecasts to management and product owners in support of future strategic initiatives.
• Conduct workforce simulations to provide advice regarding the impact of business strategies within contact centers.
• Perform other duties as requested by supervisor.

PREFERRED QUALIFICATIONS

Skills / Abilities and Knowledge

• Ability to read, write, speak, and understand English.
• Intermediate knowledge of Microsoft Excel.
• Working knowledge of Microsoft Access.
• Ability to analyze and interpret data.
• Ability to communicate orally and in writing in a clear and straightforward manner.
• Ability to communicate with all levels of management and company personnel.
• Ability to handle multiple projects and tasks.
• Ability to maintain confidentiality.
• Ability to supervise and motivate others.
• Ability to make decisions and solve problems while working under pressure.
• Ability to prioritize and organize effectively.
• Ability to show judgment and initiative and to accomplish job duties.
• Ability to use personal computer and software applications (e.g., word processing, spreadsheet, etc.).
• Ability to work independently.
• Ability to work with others to resolve problems, handle requests or situations.
• Knowledge of cable television products and services.
• Knowledge of Aspect eWorkforce Management or similar application (IEX, Blue Pumpkin, etc.).
• Knowledge of database applications (SQL, Oracle, Access, etc.).

Education

Bachelor's degree in statistics, business, or related field or equivalent experience.

Related Work Experience

• 2 years of workforce management scheduling and forecasting software experience.
• 2 years of inbound contact center experience.

WORKING CONDITIONS

Office environment with 24-hour service capability.