Workforce Management Analyst I

Proactively monitors service levels, efficiency and execute plans that will improve service deficiencies as they relate to volume, average handle time or forecast.

• Intra-Day Performance—manage forecast to actual by 30 minutes, in order to meet service levels and efficiency.
• Provides hourly communication on all aspects of the contact center performance.
• Utilize IDP's to determine variances to forecast, AHT and staffing.
• Documents any actions taken or issues impacting performance.
• Queue Monitoring—Monitors site performance to ensure service levels metrics are met and are not negatively impacting other metrics.
• Reviews hold time and availability, request skill changes as appropriate to ensure queues do not jeopardize customers' satisfaction.
• Requests allocation or skill addition.
• Analyzes IDP's throughout the day to determine if service levels goals are in jeopardy.
• Implements escalation procedures when determination is made that the enterprise os specific business segments are in jeopardy.
• Real Time Adherence—Oversees minute by minute contact center queue management.
• Oversees adherence per interval.
• Prioritize time sensitive communications.
• Notification of RTA exceptions is required to quickly impact adherence issues.
• Review RTA and continually reassess based on contact center events.
• Monitor performance to ensure service level metrics are not jeopardized due to lack of adherence.
• Identifies improvement opportunities and implement solutions to improve site productivity Queue Management
• Performs skill changes when thresholds/efficiency/service levels are in jeopardy.
• Coordinates with NRP to determine when assistance at other skills is necessary.
• TCC/Jumpstart need.
• Analyzes Call drivers.
• Communicates trends to NRP and make recommendations to resolve.
• Communicates volume drivers and current performance. 
• React in response to forecast variances (high/low).
• Assesses queues and communicate findings to national, technology team and leadership as needed.
• Works with Force Desk supervisor to develop action plans to handle unexpected call surges and/or to manage efficiency during off peak call times.
• Executes plan real time according to the situation.
• Exception Reporting.
• Checks attendance calls and voice mail.
• Enters exceptions in application.
• Communicates shrinkage outside of forecast.
• Performs other duties as assigned.

• 1-3 years of experience in similar role.
• Prior work force management experience including forecasting, staffing, and scheduling, desired.
• Prior call / contact center experience, 1 year minimum required.
• Strong and effective oral / written communication skills (communication will be with various levels client organizational structures).
• Excellent presentation skills.
• High level of proficiency with Excel.
• Strong mathematical skills.
• Strong analytical skills.
• Ability to multi-task.
• Ability to prioritize deliverables.
• Ability to maintain confidential information.
• Working knowledge of Avaya or other ACD system.