Kloudhire

Workforce Management Analyst Loc: Troy, MI

Workforce Management Analyst Loc: Troy, MI

Posted on : 09-08-2023
Job Type : Full Time only
Salary : 100,000 - 200,000

Job Description:

Responsibilities to Include:

Maintain documentation and workflow for IVR routing, telephony routing, call flows, and agent skilling providing efficiency changes as identified.
Research, recommend, and assist with the implementation of call center technology.
Develop and maintain robust call volume forecast models by call type for use in short and long term planning.
Create and maintain both short-term and long-term scheduling process to ensure optimal utilization of call center resources including center-wide skills-based schedule creation, bids/changes.
Designs schedules ensuring the schedules match the arrival of calls or non-phone work queues.
Responsible for optimization of agent level staffing in order to ensure effective call route execution and consistent adherence to desired customer service and service level expectations.
Develops skilling strategies to meet the call arrival patterns and creates minimal variance in associate occupancy (workload) rate.
Administration of contact center WFM application- Interactive Intelligence Interaction Optimizer. Track, analyze and report center and agent performance with reports from Interactive Intelligence applications.
Analyze call center staffing, metrics and performance to ensure proper staffing and scheduling commensurate with service level goals on an interval, daily, weekly and monthly level.
Responsible for database administration of the Workforce Management software; including policy and procedures, operating structure and information flow.
Maintain documentation and workflow for IVR routing, telephony routing, and agent skilling providing efficiency changes as identified. Research, recommend, and assist with the implementation of call center technology.
Partner with call center operations leadership team to ensure understanding of service level management objectives and improvement plans which may include delivery of call center management training and presentations.
Ability to make sound decisions in a rapidly changing environment.
Recognize/interpret trends and analyze intraday call forecasts and communicate to management team provide commentary to assist supervisors and managers in meeting daily/weekly goals.
Conduct analysis on anomalies within the business as well as future new products/services to determine impacts on the business and provide recommendations to minimize any negative impacts on the customer.

Education Requirements:

Bachelor Degree in Business Administration, Accounting, Finance, Math, Telecommunications or relevant work experience (2-4 years) considered an acceptable substitute for the education requirement.

Position Requirements:

Minimum 3 years progressive workforce management, budget planning, analytical and/or statistical experience or a minimum 2 to 4 years of experience in a multi-channel (inbound/outbound phone center, chat and/or email) contact center environment preferred.
Familiarity with WFM and telecom software suites such as: Avaya, Interactive Intelligence, Attendant, IEX, Aspect, Salesforce, Decisions, NICE.
Excellent verbal and written communication, ability to present and gain consensus with a large group.
Outstanding decision making ability and ability to work independently.
Analytical skills and ability to see trends and patterns in data.
Strong knowledge of Microsoft applications including Outlook, Excel and Access with the ability to create and maintain databases, SQL db experience a plus.
Ability to collaborate and influence (managers and above).
Financial background/experience a plus.
Experience and familiarity with implementing continuous improvement concepts that will increase operational effectiveness at all levels.
Ability to work collaboratively on projects and establish and maintain positive working relationships with colleagues and internal clients.
Knowledge of and experience with contact center metrics, modeling, reporting and forecasting methods.
Demonstrates the ability to manage own time, activities, and resources.
Identify specific activities required to accomplish objectives, rank them in order of importance, and coordinate and take action to achieve desired results. Prioritize multiple activities and projects.

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