Workforce Management Analyst – Aptia Group

CodePen; United States; Remote; USD 60,000 - 100,000; Full time

Job summary

An innovative company is seeking a Workforce Management Analyst to enhance call center operations. In this role, you'll monitor performance metrics, optimize staffing schedules, and collaborate with management to address performance gaps. Your analytical skills will be crucial in forecasting and adjusting staffing in real-time to ensure service excellence. This position offers a dynamic work environment where your contributions will significantly impact the efficiency of customer engagement. If you're passionate about data-driven decision-making and have experience in call center analytics, this could be the perfect opportunity for you.

Qualifications

• 2-3 years of call center analytics experience is required.
• Proficiency in Microsoft Excel, Word, PowerPoint, and SQL.

Responsibilities

• Monitor real-time performance and staffing of the call center.
• Analyze call trends and escalate issues at predefined thresholds.
• Create and manage call center reports on a daily, weekly, and monthly basis.

Skills

Call Center Analytics

Workforce Management Tools

Microsoft Excel

SQL

Communication Skills

Tools

Verint

NICE

Job description

Workforce Management Analyst – Aptia Group

Aptia is a new force in employee benefits and pensions administration services, on a mission to improve the world of administration.

Serving 1,100 clients in the US and UK markets, with support from shared services in India and Portugal, Aptia aims to help over seven million people live healthier and happier lives.

We are expanding. Aptia Group is driven by investor support and a commitment to our people's growth and success. We invest heavily in learning and development, creating unique career paths for our colleagues.

Our values—Specialist, Responsive, Thoughtful—are central to our daily operations, helping us exceed client expectations, evolve, and build long-term relationships.

If you want to work in a dynamic sector within a company culture that is agile and invests in your career, this could be your next role.

Job responsibilities

• Monitor real-time performance and staffing of the Aptia Customer Engagement Call Center.
• Collaborate with the Operations Management team to identify and resolve performance gaps through schedule adjustments and routing/skilling updates.
• Assist with daily workforce management, including staffing requirements, vacation/holiday schedules, and schedule updates.
• Monitor and refresh call center metrics and forecasts using WFM tools.
• Manage schedule adherence and productivity of Benefit Counselors.
• Adjust staffing in real-time based on call queue analysis, utilizing current WFM tools.
• Optimize staff schedules for coverage and service levels.
• Communicate escalations and performance issues to Operations Management.
• Analyze call trends and escalate issues at thresholds.
• Monitor KPIs such as Service Level, Occupancy, Abandonment %, ASA, and AHT.
• Plan and schedule resources efficiently, exploring new strategies and opportunities.
• Create and manage reports on call center performance.
• Ensure accurate headcounts and skill assignments across agents.
• Maintain positive relationships with staff and provide feedback.

The ideal candidate will have experience with workforce management tools like Verint or NICE, 2-3 years of call center data analysis, proficiency in Microsoft Excel, Word, PowerPoint, SQL, and strong personal computer skills.

Location: 328 Queensberry Street, North Melbourne VIC 3051, Australia.
Email: [e-mail]