Workforce Management Analyst ($60-67K)
At a glance
Location: US-MN-Chanhassen Map
Posted: 09/15/2020
Closing: 10/14/2020
Degree: Not Specified
Type: Full-Time
Experience: Not Specified
Job description
  • Analyze team member schedules to ensure optimization and provide staff recommendations.
  • Accurately forecast and determine future staffing needs based on business plans and expected contact volume.
  • Monitor key contact center systems to look for alarms or contact delivery failures.
  • Conduct organizational studies and evaluations, design systems and procedures, conduct work simplification and measurement studies.
  • Prepare manuals and instruct workers in the use of new forms or procedures.
  • Prepare operations and procedures manuals to assist management in operating more efficiently and effectively.
  • Monitor Key Performance Indicators through active utilization of Workforce Management (WFM) tools (e.g. InContact, NICE WFM, Salesforce etc.).
  • Produce, analyze and review reports; recommend productivity and efficiency improvements.
  • Ensure data integrity within the WFM system.
  • Escalate and facilitate resolution of issues across call center operations as required to ensure compliance with Service Level Agreements (SLA).
  • Ensure consistent communication regarding key concerns (staffing movement, IT related issues, management decisions) are maintained between all necessary parties including managers/supervisors and operations directors.
  • 3-5+ years of workforce management experience 
  • Bachelor's degree in business or a related field, or equivalent experience.
  • Experience using analytical skills for special projects, using a structured problem-solving approach and utilizing high attention to detail
  • Proficiency with MS Office applications (Excel, Word, PowerPoint, Outlook).
  • Strong written and oral communication skills to effectively interact and facilitate discussions with cross functional teams.

We are an equal opportunity employer and make hiring decisions based on merit. Recruitment, hiring, training, and job assignments are made without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, or any other protected classification. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.
Workforce Management Analyst ($60-67K)