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JOB SUMMARY
Workforce Management Analyst in a Contact Center environment responsible for all WFM tasks within the Fulfillment department. Key responsibilities includes to prepare and monitor attendance and scheduling functions, tracking Adherence and reporting.
Essential Duties and Responsibilities
- Prepares intraday reports on staff attendance
- Reconciles attendance daily with employee timesheets against schedule and time in/time out reporting.
- Manages changes to scheduling to ensure adequate daily resource coverage.
- Communicate with management and operations team to ensure Service level is met.
- Creating reports which gives clear picture of hourly, daily and Monthly agent wise performance
- Monitor attendance and schedule adherence.
- Processes management requests for modifications of scheduling events (meetings/training, etc.).
- Use accuracy of schedule measurements for continuous improvement, including making recommendations to improve scheduling efficiency and team member satisfaction.
- Provides analytical support for special projects.
- Communicates and works with staff members, management, Human Resources, and Accounting.
- Performs any other related duties as required or assigned.
- Demonstrated strong analytical skills, with emphasis on forecasting.
Responsibility:
- Provide real-time monitoring via available tools and workforce management techniques to make intra-day adjustments in an effort to maximize resource efficiency and achieve service level goals / business objectives.
- Perform continual analysis of current performance (noting recent historical trends) and conduct real-time re-forecasting to make necessary adjustments in staffing plans and coordinate with Operations teams to achieve service level goals / business objectives for a multi-site operation.
- Maintain constant communication with Operations teams to coordinate needed staffing adjustments based on current and forecasted results.
- Produces call volume forecasts on a daily, weekly, monthly and annual basis for multi-site operation.
- Generates and evaluates staffing schedules, and ensures data updates into scheduling system. Generates short and long-term staffing models and provides recommendations based on analysis.
- Compares results to forecast and identify opportunities for improvement.
- Provide daily/intra-day performance reports to leadership.
- Other related duties as assigned.
