[Hiring] Workforce Management Analyst @WSP

Role Description

The Workforce Analyst supports Contact Center teams across phone, email, and chat channels. The position is responsible for workforce forecasting, scheduling, intraday management, reporting, and analysis to maintain appropriate staffing levels and support service-level and operational goals.

The Workforce Analyst analyzes historical and real-time data, identifies staffing and performance trends, and provides recommendations to management regarding staffing needs, overtime, undertime, schedule adjustments, and resource allocation.

The Workforce Analyst works closely with Operations, Management, Supervisors, Training, and Quality teams to address staffing needs, resolve workforce-related issues, and support operational performance.

The position will also cross-train with the Back Office (Support Team) Workforce Analyst to provide backup support for workforce planning and staffing requirements across the Service Center.

Considering local candidates only

The schedule for this position will be:

• Schedule Mon-Fri 8:45am - 5:15pm
• Hourly pay range: $27.53

Responsibilities

• Develop short- and long-term workforce forecasts using historical contact volumes, arrival patterns, average handle time (AHT), shrinkage, service levels, occupancy, and other relevant workforce metrics.
• Create and maintain employee schedules to align staffing with forecasted workload and business requirements.
• Monitor real-time contact volumes, staffing levels, service levels, queue performance, and employee states to identify and address intraday staffing needs.
• Make recommendations regarding overtime, undertime, schedule changes, staffing adjustments, and resource allocation based on forecasted and real-time conditions.
• Monitor and analyze schedule adherence and provide recommendations to improve workforce efficiency and coverage.
• Analyze Contact Center performance across phone, email, and chat channels and identify trends, risks, and opportunities for improvement.
• Provide staffing and hiring recommendations based on forecasted workload, staffing requirements, attrition, shrinkage, and business needs.
• Conduct root cause analysis related to workload, traffic distribution, staffing, service-level performance, adherence, and other workforce metrics.
• Prepare and distribute accurate daily, weekly, monthly, and ad-hoc workforce reports and analytics for management.
• Develop and maintain dashboards, reporting tools, and workforce-related data in partnership with the management team.
• Maintain accurate employee, role, team, system, and workforce management information in accordance with applicable company procedures and data-security requirements.
• Provide training and subject-matter guidance to Supervisors and Managers regarding workforce reports, metrics, and WFM processes.
• Partner with Management, Supervisors, Training, and Quality to coordinate staffing requirements for meetings, training, and other activities while maintaining appropriate coverage.
• Identify and communicate workforce-related system or operational issues and work with the management team toward resolution.
• Develop strong working relationships across departments to support effective workforce planning and problem resolution.
• Cross-train with the Back Office (Support Team) Workforce Analyst and provide backup support as needed.
• Perform other related duties as assigned.

Qualifications

• Performance will be evaluated based on:
• Forecasting and scheduling accuracy.
• Accuracy and timeliness of workforce reporting and analysis.
• Effective staffing coverage and support of service-level objectives.
• Timely identification and resolution of intraday staffing issues.
• Accuracy and effectiveness of workforce recommendations.
• Quality and reliability of workforce data and reporting.
• Support of operational performance and departmental goals.

Requirements

• Develop and maintain short- and long-term workforce forecasts using historical, current, and projected operational data.
• Create and maintain staffing schedules based on forecasted workload and business requirements.
• Monitor real-time staffing levels, contact volumes, queue performance, service levels, employee states, schedule adherence, and other workforce management metrics.
• Identify staffing gaps, coverage risks, and operational trends and provide recommendations for appropriate intraday adjustments.
• Analyze workforce and operational data to identify trends, risks, staffing requirements, and opportunities for improvement.
• Prepare and distribute accurate and timely workforce reports, dashboards, and analyses.
• Maintain accurate workforce management, staffing, scheduling, and related information across applicable systems.
• Communicate workforce trends, staffing requirements, operational risks, and recommendations to management and operational leaders.
• Coordinate with Operations, Supervisors, Training, Quality, and other departments to support staffing requirements and maintain appropriate operational coverage.
• Provide subject-matter guidance and training regarding workforce management processes, reports, metrics, systems, and tools.
• Respond to changing operational conditions and support intraday workforce management activities.
• Work independently, manage multiple priorities, and make data-informed recommendations in a fast-paced and changing operational environment.
• Communicate effectively, both verbally and in writing.
• Use computers, keyboards, mice, telephones, and standard office equipment on a regular basis.
• Navigate multiple computer screens and software applications while accurately entering, accessing, retrieving, analyzing, and interpreting information.
• Sit at a workstation and use a computer for extended periods.
• Perform primarily sedentary work requiring extended periods of computer and workstation use.
• Use sufficient visual ability to read and interpret computer screens, reports, spreadsheets, dashboards, and other work-related information.
• Perform frequent hand and eye coordination when using a keyboard, mouse, telephone, and standard office equipment.
• Meet established job performance and quality standards.
• Perform the essential functions of the position with or without reasonable accommodation.
• Work remotely when required and in accordance with applicable company policies and procedures.

Benefits

• WSP provides a comprehensive suite of benefits focused on providing health and financial stability throughout the employee’s career.
• These benefits include coverage related to medical, dental, vision, disability, and life.
• Retirement savings.
• Paid sick leave.
• Paid vacation (or other personal time).
• Paid parental leave.
• Paid time off for purposes of bereavement, voting, and/or attendance at naturalization proceedings.