Job: Workforce Management Analyst

Workforce Management Analyst plays a key role in gathering business requirements and driving the implementation of workforce management software for entire Call Center Operations. The goal is for successful forecasting, scheduling and intra-day management. This role will interface with all Operations Management, WFM vendors, and Sr. Management. The Workforce Management Analyst is also expected to provide research, recommendations and assist with workforce management technology solutions to improve the overall quality and increase efficiency and reduce overall operating costs.

Technical Requirements:

Implement and maintain Workforce Management software tool (i.e. Witness/Blue Pumpkin, IEX, Aspect, GMT).

Identify best practices on forecasting call volume and staffing requirements.

Determining optimal work schedules and coordinates the effective scheduling of department meetings, training sessions, and vacations to ensure that department response time and service goals are met.

Build statistical models or adapt existing ones to meet Call Center requirements.

Effectively interpret data related to internal and external customer needs.

Optimize the use of department technology and workforce management techniques to improve Call Center efficiency and effectiveness.

Consult and work with the call centers management teams to produce high levels of customer satisfaction balanced with business needs.

Use of Avaya Call Center Supervisor

Experience:

Previous software experience with Monarch, IEX, Avaya, or CentreVu Supervisor required

2-4 years experience in a call center environment

Education:

High school diploma or equivalent required

College Degree preferred