The Workforce Management Analyst I is responsible for forecasting, scheduling, reporting and real time management of telephonic/voice, e-mail and chat operations for various teams in REPH and offshore business unit partners. S/he will analyze workforce metrics, trends/patterns and resource allocation to meet organizational needs. S/he will be taking the lead in executing complex analysis that will improve forecast accuracy, schedule efficiency, and operational effectiveness. S/he will also lead in modeling out various scenarios for Operations Leaders that provide actionable insights for REPH. S/he is directly responsible for the accuracy of WFM volume forecasts, schedules, schedule models and schedule forecasts for operations, which enable the ability to staff the correct number of employees at the correct time in order to meet customer demand and service level objectives. S/he will perform complex analysis using predictive modeling, etc.
Accountabilities
- Real-time monitoring of calls in queue
- Real-time skilling of agents
- Generating and sending of pertinent reports
- Creating and plotting of schedules
- Provide proactive recommendations
Qualifications
- Bachelor's degree holder
- Must have at least 1-2 years of working experience in the related field
- Proven experience in real time scheduling
- Excellent MS Excel knowledge
- Intermediate to advance communication skills
- Forecasting experience is a plus
