SUMMARY OF JOB
The goal of Workforce Management is to have the right people in the right jobs at the right time. This happens by knowing the current workforce capabilities, planning future scenarios, determining the desired workforce, and taking steps to align the future workforce with this desired workforce.
The Workforce Management Analyst is responsible for analyzing volume trends, preparing forecasts and providing scheduling recommendations for contact centers. They are responsible for preparing and managing staffing and scheduling to ensure that a sufficient amount of staff is available to perform all required tasks on a daily, weekly and long term basis.
Workforce analysts interpret, analyze, rate, and make recommendations to improve the workforce in order to reduce overheads and increase customer satisfaction and experience.
- Entails gathering and reviewing a lot of information related to staff performance and customer issues with the goal of determining ways to improve operations through effective staffing decisions and increase customer satisfaction.
- Responsible for appropriately responding to service level variations by working with Leadership team to match staff to demand and/or reallocate call volumes.
- Serve as the real-time monitor for the Leadership team by providing direction, guidelines, and performance updates to hit service level goals.
- Responsible for assessing staffing levels daily, and monitoring attendance and schedule adherence.
- Producing daily reports of staff members’ attendance and performance which is being used to determine whether employees are effectively utilized.
- Includes generating regular and ad-hoc reports on a variety of of KPI’s and CCC metrics, including daily agent statistics and skill group/call type statistics; analyzing data to identify trends, issues, and opportunities, and uncovering levers impacting these issues, and developing recommendations for improvement.
- Responsible for providing periodic reports: real time and historical reports containing performance data to support operations management.
- Entails analyzing schedule performance, forecast accuracy, and underlying assumptions, as well as historical trends, and making continuous adjustments and improvements to the forecasting, headcount planning, and scheduling process to make sure both service levels and profitability goals are met.
- Overseeing all aspects of workforce optimization such as planning, creating, and communicating forecasts and schedules with the goal of enabling a hassle-free and continuous work flow project for the organization.
- Conduct trainings for new hires or for existing team members, as necessary
- Report Workforce Management processes and/or policies that need updating
- Improve processes and increase efficiency of operations by recommending necessary changes
- Provide suggestions for process improvements and lead continuous improvement initiatives.
- Serve as the primary point of contact on workforce management policies
- Serve as subject-matter expert on workforce optimization issues
- Ensure service level targets are met; maintain the right headcount, and calculate capacity
- Responsible for the maintenance and upkeep of scheduling software
- Responsible for reporting data management activities around employee scheduling and forecasts
- Resolve errors such as missed punches, meal break adjustments, and correct project code, etc. affecting employees
- Must thrive in a fast-paced environment and be able to stay organized
- Report any challenges that they encounter to supervisor
- Strong interpersonal skills are a prerequisite.
- Ability to work effectively in a dispersed team and individually.
- Other duties as assigned by management
- Job Knowledge: Understand duties, and responsibilities. Have necessary job knowledge, understand company mission/value, keep job knowledge current, and be in command of critical issues.
- Teamwork: Meet all team deadlines and responsibilities, listen to others and value opinions, help team members to achieve goals, welcome newcomers, and promote a team atmosphere.
- Decision Making/Judgment: The ability to interact effectively with stakeholders and make sound decisions for the business.
- Initiative: Take independent action, seek out new responsibilities, act on opportunities, generate new ideas, and practice self-development.
- Productivity: Manage a fair workload, volunteer for additional work, prioritize tasks, develop good work procedures, manage time well, and handle information flow.
Education, Experience, and Skill Requirements:
- Bachelor’s degree or equivalent work experience
- Critical thinking and innovation is a requirement
- Strong analytical and problem-solving skills. They must possess analytical skills essentially for reviewing information, analyzing data, and making appropriate recommendations for improvement
- Ability to work in a fast-paced environment and ability to prioritize work and focus on generating business results
- Superior time management and prioritization skills are required. Establish an efficient workplace environment, therefore, it is important that they are able to manage a range of tasks and prioritize their responsibilities, and meet deadlines
- Self-starter/Teamwork abilities: Workforce analyst must be able to work independently as well as function effectively as a member of a team
- Communication skills: They must possess strong communication skills to ensure that employees are kept informed of developments effectively, and to ensure that all appropriate staff are aware of issues
- Experience in voicing their concerns
- Demonstrated analytical ability to review and analyze data, identify issues, see relationships and patterns and recommend solutions.
- Experience participating in projects and identifying and resolving issues is preferred.
- Good customer service, organizational, and analytical skills and demonstrated ability to manage customer expectations.