Workforce Management Analyst

Job Description:

A.EDUCATION AND EXPERIENCE PREFERENCES

• High School Diploma or its equivalent
• WFM Experience Preferred
• MS Excel Knowledge
• Reporting and Analysis Experience is preferred

• 1st point of contact for any Command Center system and/or resource management related issues
• Maximize occupancy and service levels through real time, intraday monitoring
• Monitor Real-Time Call Statistics and production reporting supporting Inbound and Outbound Command Center Operations
• Data analysis of workforce management reports
• Responsible for pro-active analysis and application of workforce management process, in partnership with Operations
• Collaborate with Operations to assure business objectives are met
• Problem recognition, research, isolation, resolution and follow-up.

• Able to work flexible work schedule, required weekends and holidays as needed
• Set daily goals with assistance of supervisor

• Manage intraday staffing levels, schedule changes, and schedule adherence
• Monitor real-time inbound and outbound call traffic to detect and resolve issues which could impact customers and associates and then provides immediate feedback to Operations Team
• Daily real-time monitoring of outbound dialer campaign performance and/or Inbound agent productive work states to ensure staffing commitments and service levels are achieved
• Communicates with leadership throughout the work day to insure targets are achieved
• Make real-time adjustments to staffing and/or outbound dialing line forecast in software to provide the most accurate and up-to-date view of staffing forecast to requirements
• Coordinate and provide approval for any intraday scheduling for off the phone activities, such as: team meetings, supervisor coaching, training
• Develop and communicate intraday service level and occupancy analysis
• Escalate service level and occupancy issues to the necessary supervisor, manager, or director based on time frame and impact
• Utilize and interpret data from report software, spreadsheets, graphs, and flow charts

• Communicate with the Command Center for any resource management related situations
• Produce Reporting Requirements with the desired level of efficiency, accuracy and timeliness

• Definition of Success in this position:
  • Excellent at building collaborative relationships
  • Attention to detail
  • Analytical Thinking
  • Critical Thinking
  • Team player
  • Ability to be coached and apply coaching feedback through the 360 feedback process
  • Willingness to learn and help others
  • Successfully demonstrates the ability to work in a fast paced environment
  • Able to adapt to frequent change of call routing skillsets
  • Positive attitude with the ability to remain calm in stressful situations
  • Flexible to schedule changes and should be open to still take in calls when required
• The Company reserves the right to change or assign other duties to this position as appropriate.
• Must be able to perform the essential job duties of the position. Reasonable accommodations will be provided to qualified individuals with disabilities.
  • Must be able to remain in a stationary seated position up to 85% of the work shift.
  • Must be able to occasionally move about inside the office to access office machinery, file cabinets or attend meetings.
  • Must be able to operate a computer and other office productivity machinery, such as a calculator, copy machine, printer, scanner, fax machine.
  • Must be able to communicate with consumers and maintain compliance with all federal, state and local laws, rules and regulations.
  • Must be able to communicate with consumers and maintain compliance with corporate objectives and standard operating procedures.
  • Must be able to exchange accurate information with co-workers, consumers and/or clients or vendors who have work related inquiries.

• Schedule Adherence
• This position will be measured on the timely performance of the responsibilities herein.
• Assigned projects and deliverables to be delivered based on set expectations
• Development and implementation of resource management processes and reporting

CBE Companies is an equal opportunity employer. We celebrate inclusion and are committed to creating a welcoming environment for all employees.