Job Details

Position Summary:

• The Workforce Planning Analyst is responsible for various forecasting, staffing, scheduling, and real-time queue management duties within the contact center.
• The Workforce Planning Analyst is responsible for forecasting workload, and applying the appropriate resources to handle the workload within intended service levels.
• The position reports directly to the Supervisor of Workforce Management, and requires a significant amount of interaction with contact center management, and contact center associates.
  

Specific Duties

• Forecasting
  
• Research forecast and call volume drivers
  
• Generate daily, weekly, monthly, and annual forecasts. Re-forecast as necessary
  
• Review forecast accuracy, and make proactive recommendations to minimize variances
  
• Build and maintain forecasts for various bodies of work
  
• Create and maintain budget forecasts for all lines of business
  
• Clean forecast data weekly and monthly to maintain forecast accuracy Staffing/Scheduling
  
• Recommend proper contact center staffing levels
  
• Recommend staffing changes at a 30-minute interval level
  
• Track all associate movement and attrition
  
• Report on hiring and attrition impact to the short-term and long-term forecasts
  
• Maintain schedule roster changes due to attrition/hiring
  
• Manage contact center shift bid process
  
• Regularly optimize breaks and lunches to increase service levels
  
• Plan and recommend scheduling changes for company/world events
  

Real-Time Queue Management

• Maintain daily roster changes for non-discretionary exceptions
  
• Optimize net staffing with overtime and flexible scheduling
  
• Balance delivery of inbound and outbound workload
  
• Ensure service level goals are met for all bodies of work
  
• Make real-time staffing recommendations
  

Reporting

• Report on associate availability
  
• Report on contact center shrinkage
  
• Track and report on associate productivity, and the impact to service levels
  
• Track and report on associate sick/tardy time, and the impact to service levels
  

Other

• Approve and deny associate vacation requests, balancing contact center service levels with associate responsibility
  
• Responsible for emergency procedures, and emergency phone procedures for the contact center
  
• Liaison with IS regarding technology issue that impact call volume
  

Requirements

• 1-3 years of WFM experience in a contact center environment
  
• Experience with WFM software, Genesys strongly preferred
  
• Strong Microsoft Excel skills