Overview:
Workforce Operations Analysts are the primary resource for workforce management and center operations within the leadership teams of their assigned site(s). They partner to ensure proper workload forecasting, agent scheduling and conisistent application of WFM best practices to meet all relevant KPIs and goals of their assigned scope.
Responsibilities:
•Ensure attainment of Service Levels within client agreements and avoids/minimizes payouts for all clients within assigned scope by using IEX and Excel-based models.
•Minimize over delivery of SLAs through proper proactive and reactive staff management. Work with account management and site leadership to ensure all SLAs are clear and manageable. Uses best practice tools to ensure strong communication of SLA to both WFM and site leadership, telling a story with numbers.
•Consult site leadership within assigned scope on the impacts of decisions and business trends on overall call center operations and workforce management impacts.
•Clear voice of WFM best practices within site leadership teams.
•Design and facilitate change when/where necessary within assigned scope to ensure compliance to network wide initiatives.
•Ensure proper workload forecasting for all relevant workloads within the assigned scope of the role including but not limited to contacts (voice and email), deferred work, non-traditional tasks and manager/support activities.
•Ensure proper scheduling of agent resources to match dynamic business needs.
•Manage and update business resiliency plans for assigned scope.
•Serve as Merced SME/administrator where applicable.
•Enact and coordinate local contingency plans for site operations, escalates and directs activities during incidents (Business Resiliency, System Outages) and events (calls spikes), identifies and troubleshoots problems, partners with local and network management and participates in post-mortem analysis of incidents and events providing input for future mitigation or resolution.
•Develop short term workload forecasts and participates in long term forecasting based on historical data, identified trends and business patterns
•Maintain a favorable working relationship with all other company employees to foster and promote a cooperative and harmonious working climate which will be conducive to maximum employee engagement, productivity and effectiveness.
•Keep manager promptly and fully informed of all issues, problems and unusual situations and takes prompt corrective action where necessary or suggests alternative courses of action which may be taken.
Requirements:
•Bachelor’s Degree in Statistics, Operations Management, Business Management, Economics or related field
•Minimum of 3 years previous workforce management experience including forecasting, scheduling, and real-time management
•Strong analytical skills and ability to interpret data
•proficiency in Microsoft Excel
•Working knowledge of IEX workforce management software and Avaya CMS systems
•Working knowledge of the travel industry is preferred
***To apply for this position, please go to our website and look up Job ID 8948***
Candidates Must apply via our web site.
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