Workforce Management Analyst

6 days ago

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Interapt

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Helping companies successfully build diverse tech talent at scale. NMSDC Corporate Plus.

Mobile Application Development • Web Development • iOS • Android • Windows

201 - 500

Description

•Optimize staffing schedules, ensuring compliance while meeting daily, weekly, and monthly staffing needs. •Forecasting call volumes, analyzing performance metrics, and generating insightful reports. •Designing, setting up, and continuously managing the workflow of call center software. •Create reports to highlight KPIs, month-end summaries, productivity metrics, and client-focused analysis. •Develop and implement a scorecard program tailored for each agent. •Develop and verify continuous staffing models to guarantee that our service level goals are consistently achieved. •Forecast future staffing needs based on analytics, business plan, and call volume. •Assist with scheduling, time-off requests and schedule adherence reporting. •Transform raw data into meaningful insights, providing valuable recommendations and bridge any gaps.

Requirements

•Extensive background in Workforce Management (WFM) functions, specifically in real-time management within a multi-department or multi-site contact center environment. •Proficiency with Genesys or Aspect is a must •Proficient in Excel with intermediate to advanced skills. •Experience with ServiceNow (or similar tool). •Experience with data analytics software packages.

Benefits

•Health Care Plan (Medical, Dental & Vision) •Retirement Plan (401k, IRA) •Life Insurance (Basic, Voluntary & AD&D) •Paid Time Off (Vacation, Sick & Public Holidays) •Family Leave (Maternity, Paternity) •Short Term & Long Term Disability •Training & Development •Wellness Resources