WFM Analyst

TransPerfect Is More Than Just a Job…

Our greatest asset is our people, and nothing is more important to us than ensuring that everyone knows that. Each of our 100+ offices has its own individual identity, and each also has its own unique rewards.

As a WFM Analyst you will use analysis, time management, and problem-solving skills to manage real time volume. The position requires a high-level of critical decision-making capabilities and strong communication skills to interact with multiple departments. Your primary goal will be to effectively use a combination of workforce scheduling software and real-time queue management software to achieve service level goals.

Responsibilities :

• Generate schedules for staff based on forecasted volume and workload to ensure adequate staffing to meet service level goals
• Proactively monitor associate calling behaviors, efficiency, and availability and report deficiencies to operations team in real-time.
• Re-Forecast interval and daily transaction volumes (inbound, outbound), handle times and other production metrics by group and report on actual vs. forecasted volume.
• Make recommendations and help set priorities when planning and scheduling off phone activities
• Establish and maintain communication channels to ensure scheduling and resources are met
• Monitor queue and track inbound calls and other intraday reports
• Responsible for analyzing and administering schedule optimizations and approving and administering real time exceptions
• Actively scan for and pursue new techniques, industry practices, learning opportunities, tools and process improvement opportunities
• Process schedule event activities and adherence exceptions
• Document work function processes and procedures
• Produce reports from the workforce management system as requested
• Ensure data integrity within WFM system