[Hiring] Senior Workforce Management Systems Analyst @Wisemen Multimedia

Role Description

Wisemen Multimedia, LLC is seeking a skilled Sr. Workforce Management Systems Analyst to join our Contact Center Support team. Our team supports the management of the largest private, secured, civilian government toll-free telephony infrastructure in the United States. The Sr. Workforce Management Systems Analyst is accountable for supporting the development of accurate operational forecasts for volumes, average handle time, and shrinkage based on historical patterns and predictive analytics, utilizing multiple forecasting techniques.

• Provide technical support to multiple user groups located at 30+ local and remote IRS service centers.
• Identify, research, and analyze data abnormalities.
• Work closely with business leaders to gain insight into day-to-day operations and project impact of future initiatives.
• Establish ad-hoc reports, templates, and information (Commissioner mandates, FEMA, emergency procedures).
• Make recommendations for improvements in call statistics.
• Capture web analytics data primarily through Alvaria WFM.
• Develop and maintain statistical forecast models for workload and staffing requirements.
• Utilize performance analytics tools to identify agent and volume behaviors for future forecast and schedule scenarios.
• Utilize advanced SQL programming to manipulate, forecast, and project models that operationalize, optimize, and drive business performance.
• Ensure governance and compliance for best-in-class standard operating procedures (SOPs) related to forecasting, scheduling, and performance analytics.
• Create scenarios and present comprehensive recommendations for strategic staffing and hiring plans.
• Identify and communicate areas for continual improvement of service levels across the operation.
• Review and analyze results and report on deviations from forecasts for data validation and root cause analysis.
• Measure and provide hindsight analysis for forecast accuracy and scheduling efficiency used for operational planning.
• Establish a regular cadence with business leaders to share insights/recommendations regarding volumes, average handle time, shrinkage, and hiring plans.
• Additional duties and responsibilities as assigned.

Qualifications

• Bachelor’s degree in business, accounting, finance, statistics, or economics, or an equivalent combination of education and work experience.
• Minimum of 8 plus years’ experience in call-center forecasting.
• Advanced Excel skills and experience in formulas, arrays, table formatting, conditional formatting, graphs, pivot table reporting and Power BI.
• Strong IT background in troubleshooting contact center issues with recording software, including Verint 360.
• Hands-on experience with WFM Software, experience with Alvaria is required.
• Exceptional analytical and problem-solving skills, specifically tailored to workforce optimization.
• In-depth knowledge of workforce management tools, processes, and best practices.
• Experience with Contact Center technology, including Cisco, Verint, or Nice.
• Familiarity with relevant regulations and compliance requirements specific to workforce management.
• Understanding of forecasting and value-maximization techniques.
• Able to host meetings and discuss contact center issues.
• Must be able to write a standard operating procedure or desk-side guide.