Workforce Management Analyst
New
V
VidaVirtual healthcare
Listing location: United States; Workplace type: RemoteFull-TimeMiddle
Salary70,000 - 80,000 USD per year
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Job Details
- Experience
- 2-3 years of experience within a multi-channel contact center environment
- Required Skills
- Microsoft ExcelGoogle Sheets
Requirements
- Bachelor's degree in Business Administration, Statistics, Operations Management, or a related field, or equivalent practical experience.
- 2-3 years of experience in a multi-channel contact center environment; inbound, outbound, and email experience is preferred.
- Experience with a major WFM software platform such as NICE IEX, Verint, Aspect, Genesys, or Calabrio.
- Ability to collect, analyze, and interpret complex data to make data-driven decisions.
- Understanding of forecasting methodologies and their application in a contact center.
- Functional knowledge of WFM systems for forecasting, scheduling, and real-time management.
- Advanced Excel or Google Sheets skills, including pivot tables, VLOOKUPs, charting, and complex formulas.
- Ability to identify issues, analyze root causes, and propose effective solutions.
- Strong verbal and written communication skills, including explaining complex information to diverse audiences.
- Meticulousness in data entry, reporting, and schedule creation.
- Ability to manage multiple priorities and respond calmly to unexpected events.
- Understanding of how WFM affects customer experience and ability to collaborate with cross-functional teams.
Responsibilities
- Develop and maintain short- and long-term forecasts for multi-channel contact volumes.
- Translate forecasts into staffing requirements and create agent schedules that meet service level targets.
- Monitor real-time performance across channels and make intraday staffing and application adjustments.
- Manage agent schedule adherence, time-off requests, and other scheduling adjustments.
- Collaborate with operations, marketing, and other departments to gather insights affecting contact volume.
- Develop and distribute WFM reports and dashboards on KPIs such as service level and occupancy.
- Conduct root cause analysis for service misses and provide actionable improvement insights.
- Improve WFM processes and refine forecasting models using historical analysis.
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