Workforce Management Analyst II

Job Summary:

This position is responsible for providing accurate schedules based on call volume patterns and trends, attrition rates and contact center productivities. The analyst should be able to make decisions on behalf of the Operations to adjust staffing due to unexpected changes in the call volume or additional requirement from the client. They should be able to provide methods to maximize staffing resources to help reduce operating cost. They will closely work with the Forecasting team which would provide them call forecast, short term and long term, which they will use to provide schedule analysis and staffing recommendations. Also, they will work with the RTA team to make sure historical reports and statistics are accurate.

Responsibilities:

• Plan and develop schedules that would ensure staffing requirement and commitments are fulfilled. Maintain staffing roster (OPS Master list).
• Recommend new hires classes based on staffing numbers versus the requirement. Determine the capacity to approve PTO/VL request to balance personnel needs and staffing requirement.
• Monitor non productive time off (Sick Leave, Vacation Leave and Tardiness) and ensures off-the-phone activities are planned.
• Performs analysis of current staffing statistics (Efficiency, SLA, Abandon) and determine staffing adjustment opportunities.
• Recommend and implement changes as needed.
• Coordinates to Operations the need for overtime or off-phone activities based on the current staffing versus the requirement.
• Calculate/Project staffing need based on client requirement/forecast, turnover trend and shrinkage.
• Prepare and communicate schedules based on forecast and allocations.
• Own and maintain all staffing and scheduling policies and procedures.

Skills Requirements:

• Prior workforce management experience including RTA, 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 within iQor and 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.
• Working knowledge of any WFM tool including Teleopti, IEX, eWFM, etc.

Education Requirements:

Bachelor's Degree, First Degree, Trade/Vocational School certificate or Equivalent preferred. Degree in Business Administration or related field preferred.

Physical Requirements:

Occasionally exert up to 10 lbs. of force to push, pull, lift or otherwise move objects. Have visual acuity to perform activities such as preparing and analyzing data; and/or viewing a computer terminal. Type and/or sit for extended periods of time. Consistent attendance is an essential function of the job.