Workforce Analyst

The Workforce Analyst is responsible for workforce management (WFM) system implementation, configuration, maintenance, reporting, and improvement for traffic within the contact center. They oversee forecasting workload, scheduling resources to the work, monitoring real-time performance of staff and workload, and analyzing trends. Reporting to the Dialer & Workforce Manager, this role produces and conducts Business Reviews with Account Servicing leadership utilizing reporting and analysis of performance.

Essential Functions

• Responsible for workforce management (WFM) system implementation, configuration, maintenance, and reporting
• Oversee forecasting workload, scheduling resources to the work, monitoring real-time performance of staff and workload
• Monitor agent real-time productivity and provide feedback to management
• Identify, evaluate, and report issues and differentiate between workflow, technical, external, or staffing root causes
• Produce and conduct Business Reviews with Account Servicing leadership utilizing reporting and analysis of performance
• Produce and distribute ad hoc and scheduled intraday and forecast reports
• Process schedule requests and make recommendations based on coverage needs
• Create and maintain workforce management policies and procedures
• Maintain running report of attendance incidents and analyze trends

Required Education and Experience

• Bachelor’s degree in Information Systems, Data Science or Analytics, Business Analytics or Intelligence, or related field preferred
• 2+ years of workforce management / systems experience (i.e., responsible for scheduling, call volume monitoring and adjusting, determining, and communicating work schedules and resources for call queues, consulting with call operations, etc.)
• Experience in the financial services and/or collections call center environment preferred
• Recent experience with Five9 workforce management software and solutions preferred
• Five9 Certification preferred
• Certification as a Workforce Planning Professional, Contact Center Professional, Call Center Manager, and/or Analytics Professional preferred
• Ability to establish and maintain effective working relationships at the Management level across functional groups and business units
• Solid project management skills including demonstrated project work
• Subject matter expert with regards workforce management intraday and forecasting reports, systems, and methodologies
• Solid project management skills including demonstrated project work
• Proficient in the utilization of Microsoft Office Suite
• Attention to detail and accuracy required
• Critical thinking skills required
• Excellent verbal and written communication skills required

Physical Demands

While performing the duties of this job, the employee is frequently required to sit, stand, walk, visualize, talk, hear, and handle or touch objects or controls. The employee may occasionally lift, push, or pull up to 20 pounds.

This position is an office-based position where you must be able to sit for long periods of time. The employee will be working on a computer 90% of the time.