Workforce Scheduling Analyst - Sales

What You’ll Do:

• Updates agent and supervisor profiles
• Monitor skill Auditing.

• Documents standard workflows and best practices

• Create, prepare reports that display staffing and scheduling views to Operation leadership.

• Coordinates with business to discuss ways to ensure best-fit staffing on a long-term and short-term basis.

• Analyzes and collects historical trend data to determine future performance for various forecasting assumptions (lead volume, AHT, shrinkage, occupancy, etc.)

• Loads and updates monthly/weekly/daily/interval-level forecasts into WFM system.

• Generates staffing requirements based on forecast projections.

• Reviews and approves time off requests.

• Builds schedules (new hire and shift bid) that align with business needs, analyze existing schedules to determine opportunities for adjustments.

• Ability to work well in a team environment.

• Must demonstrate the ability to manage multiple service requests with strict time limits on an ongoing basis.
• Must be able to work independently with minimal supervision.

Job Requirements and Qualifications

• 3+ years in a contact center environment (required)

• 2+ years in a Workforce Management (WFM) specialty role and hands-on experience with Community WFM and WFO systems (preferred) or alternatives (Aspect eWFM, NICE IEX, Genesys, Calabrio)

• Proficiency with Microsoft Excel to include create charts, data manipulation, pivot tables

• Communicates effectively and confidently, offering clear and concise explanations to business partners.

• Proactive in investigating and problem-solving, with equal focus on current concerns as well as foresight into future issues that may arise.

• Proven effectiveness in decision-making and consultative analysis
• Responsible for running attendance reports, prior and same day.
• Provide leadership support in miscellaneous/adhoc requests.