Workforce Management Analyst - Early Career & Experienced

Provalus; Edenton (NC); On-site; USD 60,000 - 85,000; Full time

Job summary

Provalus, part of the OPS brand, is seeking a full-time WFM Analyst to join our growing organization and support Fortune-listed clients. This role is ideal for someone with call center experience and a drive to advance within a mission-driven company.

You will analyze volumes and arrival patterns, forecast demand, schedule staff, monitor KPIs, and collaborate with IT to optimize the workforce and meet SLAs.

Qualifications

• Solid knowledge of Call Center Metrics and Workforce Management policies and procedures.
• Experience forecasting and scheduling in a call center environment.
• WFM experience including real-time analysis and staffing optimization.
• 2+ years of WFM and IVR (Five9 preferred) in managing contact center solutions.
• Broad knowledge of contact center and customer service operations.
• Proficiency with MS Word, Excel, PowerPoint, and Access.

Responsibilities

• Analyze contact center volumes and arrival patterns to optimize staffing and scheduling.
• Create staffing adjustments based on client needs and SLAs.
• Aggregate forecast data for headcount, budget, and capacity planning.
• Study shrinkage and historical trends to inform forecasting.
• Validate schedules and data against SLAs and KPIs.
• Maintain WFM system data and support scheduling requirements.
• Monitor hourly call volumes, AHT, and staffing levels.
• Track agent schedule adherence and incidents.
• Serve as cross-functional point of contact for IT on system issues.
• Configure and manage call campaigns and IVR-related features.
• Manage IVR performance and ensure correct routing and recording.
• Optimize telephony platforms to boost productivity with analytics.
• Manage telephone numbers, station IDs, and agent skills.
• Analyze call center data to identify trends and implement real-time adjustments.
• Identify customer needs to create solutions and close gaps.
• Perform other duties as assigned.

Skills

Call center metrics

Workforce management

Forecasting

Scheduling

Data analysis

Communication

Real-time analysis

Adaptability

Tools

Five9

MS Excel

MS Word

MS PowerPoint

MS Access

Job description

Provalus, part of the OPS brand, is changing the landscape in the technology solutions industry with our innovative go-to-market strategies. Provalus hires and develops the best and brightest talent in rural America to deliver technology and support services for Fortune listed companies.

At Provalus, we are uniquely “purpose driven.” We’re elevating under-served communities by developing untapped talent in rural towns across the U.S. to deliver technology, business, and support services to our clients. We are actively seeking a full-time WFM Analyst to join our growing organization and help further our mission. This role is perfect for a current WFM Analyst with experience supporting a contact center environment and an interest in furthering their career with a rapidly growing, mission-driven organization!

Primary Responsibilities

• The position is responsible for analyzing contact center volumes and arrival patterns to determine optimized staffing and scheduling for our teams
• Creativity to make sure correct staffing is in place and proper adjustments are made based on the clients' needs
• Aggregate forecast information into a comprehensive document to be published with senior leadership for headcount, budget, and capacity planning purposes
• Study department work, vacation and absence records (shrinkage) for on-going historical trend analysis and offer recommendations for forecasting purposes
• Validate schedules and data relevant to staffing trends and needs in adherence to assigned SLAs and KPIs
• Update related team data maintained in the workforce management software and assist Operations with any schedule or staffing information requirement
• Monitor hourly call volumes, AHT, and staffing requirements
• Monitor, track, and report agent schedule adherence and employee occurrences
• Act as cross-functional single point of contact for Workforce Management with Information Technology regarding system-related issues that impact production
• Configure and manage inbound and outbound call campaigns and other contact center features as needed
• Manage day-to-day IVR performance overall; ensuring calls are routing, recording, and flowing as expected
• Ensure the telephony platform is optimized to increase productivity while using your analytical skills to provide operational insights
• Manage telephone number assignment, station IDs, and agent skills
• Monitor and analyze call center data to identify trends, diagnose problems, optimize performance, and conduct real-time adjustments as needed
• Identify customer expectations and unmet needs to create solutions and address gaps to enhance customer experience
• Perform other related duties as may be assigned either in support of divisional/departmental goal attainment or for personal and professional training, education or development as programmed by superiors

Apply today if your background includes

• Relevant, solid knowledge on Call Center Metrics and Workforce Management policies and procedures (involved RTA knowledge validation thru testing and interview)
• Experience forecasting and scheduling in a call center environment
• Workforce Management experience in a call center environment is required; i.e. real-time analysis, scheduling, staffing optimization, etc
• 2+ years of WFM and related IVR (Five9 is preferred) experience in managing contact center solutions
• Broad knowledge of contact center and customer service operations
• Knowledge of computer applications, including MS Word, MS Excel, MS PowerPoint, MS Access, etc.
• Ability to work with minimal supervision with a high degree of accuracy
• High aptitude for learning new technologies
• Effective communication and interaction skills
• Adaptable to change and ability to thrive under pressure