The Workforce Management Analyst is responsible for managing the capacity of LexisNexis Risk teams for day-of and current week Operations. S/he will also provide additional scheduling support by creating and generating schedules and optimizing when necessary.
This role applies and integrates advanced and predictive analysis, people metrics and reporting to develop strategic and operational insights for workforce decision-making (e.g., staffing, learning and development, talent management, diversity and human resource compliance). Assesses organizational staffing and identifies requirements and solutions to meet workforce objectives.
Accountabilities
- Responsible for daily management of service levels and other relevant key metrics of Operations Teams, including but not limited to entering exceptions, processing overtime, shift trades, vacation bids, and scheduling events.
- Provide real-time monitoring through available tools (Verint, Avaya CMS, etc.) and workforce management techniques to maximize resources and achieve business objectives.
- Monitor real-time adherence to ensure on- and off-phone activities are managed efficiently throughout the day.
- Create, update, and publish shift schedules, and plot shift activities (i.e. training, vacation, meeting, overtime, off-line work, exceptions, etc.) to achieve optimal staffing.
- Maintain data accuracy in WFM software and CMS regarding agents profiles, skills and priorities, time-off balances, phone extensions for recording, etc.
- Produce and submit reports (including but not to limited to intraday, end-of-day, attendance, adherence, etc.) to leadership teams and business unit partners.
- Manage the WFM Inbox and process open tickets accurately and in a timely manner.
- Ensure constant communication with Operations teams to coordinate necessary staffing adjustments based on current and forecasted requirements.
- Identifies and recommends process improvement opportunities to improve productivity, performance, and customer satisfaction.
Qualifications
- Bachelor's Degree holder
- 2 years of WFM Experience
- Familiarity with the BPO or Shared Services industry as well as its key operational metrics, targets, best practices, benchmarks, etc.
- Strong interpersonal skills and can easily build and sustain trust-based relationships with all levels of the organization
- Good communicator and strong presentation skills
- Strong analytical, quantitative and deductive reasoning skills
- Ability to think critically; looks beyond symptoms to identify causes of problems and potential trends
- Ability to work with leadership teams to translate data into action steps and reporting solutions
- Willing and able to work on a flexible shift to meet business needs.
For Internal Candidates
- Must be in current role for 1 year.
- Must not have received any Disciplinary Action within the past 12 months.
- Must not have any Attendance and Punctuality issues in the past 12 months.
