Workforce Management Reporting Analyst

Summary

The Workforce Management Analyst is responsible for the daily efforts to provide a great customer and employee experience by effectively delivering real-time (intra-day) management and reporting with the purpose of optimizing resources to achieve business objectives. Key functional responsibility includes the ability to demonstrate a strong understanding of how planning/forecasting staffing requirements translate to the creation of optimal schedules and real-time (intra-day) management to support multi-department contact center operations. The ability to create forecasting and scheduling to that forecast is crucial.

Responsibilities

• • Manage intraday staffing levels to meet forecast requirements and communicate identified risks to management and other analysts.
• • Monitor real-time ACD agent work state and adherence alerts.
• • Liaise with external clients’ WFM and operations team through various media.
• • Serve as first point of contact and liaison with IT support to quickly escalate and resolve system issues and minimize downtime.
• • Manage call routing to increase service levels and agent utilization and approve discretionary activities to increase occupancy.
• • Track, analyze and report centre and agents performance with reports showing performance by intervals, days, weeks, months, year and agent, teams, skills, centre.
• • Participate in scheduled staffing review meetings with management and forecast/ schedule analysts detailing previous and current week’s performance and forecasted performance for the remainder of the week, while identifying risks.
• • Manage employee information changes in database records and WFM software.
• • Perform other duties as assigned.
• • Provides analytical support for special projects.
• • Ensures hours are accurately accumulated and categorized in a format compatible with company and department payroll procedures.

Desired Traits and Characteristics

• • Advanced proficiency in the use of Microsoft Excel
• • Good supervisory and motivational skills
• • Excellent teamwork and interpersonal skills
• • Strong mathematical background
• • Strong analytical and problem-solving skills.
• • Ability to work under pressure and without constant supervision
• • Excellent oral and written communication skills
• • Ability to work on own initiative
• • Ability to demonstrate tact, confidentiality and professionalism in the execution of duties.

Qualifications

• • College level education is preferable however demonstrable experience will be accepted.
• • Minimum 2 years knowledge and experience with workforce scheduling tools and staffing models including the use of MS Excel for adhoc reporting and scheduling predictions; data and trend analysis; graphing and data presentation.

Additional Information and Instructions

All applicants must have a valid Government issued photo ID, TRN & NIS. Successful candidates must be able to furnish a police record and pass an employment background check.

About Contax360 BPO Solutions

Contax360 BPO Solutions, a leading global contact center solutions provider and a dynamic, focused and upwardly mobile organization; seeks qualified and professional individuals to join our team.

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