WFM Analyst
- Generate schedules for staff based on forecasted volume and workload to ensure adequate staffing to meet service level goals
- Proactively monitor associate calling behaviors, efficiency, and availability and report deficiencies to operations team in real-time.
- Re-Forecast interval and daily transaction volumes (inbound, outbound), handle times and other production metrics by group and report on actual vs. forecasted volume.
- Make recommendations and help set priorities when planning and scheduling off phone activities
- Establish and maintain communication channels to ensure scheduling and resources are met
- Monitor queue and track inbound calls and other intraday reports
- Responsible for analyzing and administering schedule optimizations and approving and administering real time exceptions
- Actively scan for and pursue new techniques, industry practices, learning opportunities, tools and process improvement opportunities
- Process schedule event activities and adherence exceptions
- Document work function processes and procedures
- Produce reports from the workforce management system as requested
- Ensure data integrity within WFM system Qualifications
- Bachelor's degree or equivalent experience preferred
- Minimum of 1 year in a call center environment
- Ability to handle multiple tasks with competing priorities.
- Strong mathematical and analytical skills
- Exceptional organizational, critical thinking, and time management skills
- Must be familiar with the following tools: Windows NT, Word, Access, PowerPoint, Excel (including knowledge of pivot tables)
- Ability to manage multiple activities at one time in a high-pressure environment
- Excellent written and verbal communication skills
- Familiar with Contact Center workforce management tools and theories
- 1+ years of previous experience in forecasting, monitoring and analysis of customer contacts in a fast-paced call center real time environment.
- Verint WFM system (strongly desired)
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