Workforce Management and Reporting Analyst

Nevada  ‐ Onsite
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Keywords

Description

Link Technologies is currently looking for a Workforce Management and Reporting Analyst for a contract-to-hire position in Las Vegas, Nevada.

Responsibilities/Purpose:

The Workforce Management and Reporting (WFM) Analyst will be responsible for analysing and reporting on contact volumes and handle times for a multi skilled contact center and creating schedules that will allow the center to meet its service level, sales, abandonment, training, and budgetary goals. The WFM Analyst must be proactive, hardworking, and able to meet deadlines within a fast paced and dynamic environment.

Job Functions:

  • Adjusts weekly schedules based upon forecasted contact volume and handle times. Approves and schedules time off and overtime based upon the active forecast and intraday. Assists with maintaining annual vacation schedules based upon forecasts and training needs.
  • Assists with gathering and analysing data of the shift/holiday bids. Also assists with the production and distribution of the shift/holiday bids.
  • Ensures that service level, abandonment, occupancy and cost per minute goals are met by monitoring and making adjustments to schedules based upon the active forecast and intraday statistics. Monitors activities and assure that agents are adhering to their posted schedules
  • Schedules trainings, buzz sessions, briefings, team meetings and all other off phone activities based upon the active forecast and intraday statistics.
  • Responds to all requests from management and supervisors professionally and in a timely manner.
  • Shifts contact volume based upon intraday between different workgroups and contact centers.
  • Assists with creation of custom reports for management based upon their requests and department needs. Tracks statistics for all department pilots and projects.
  • Maintains and distributes all departmental productivity reports based on data by agent, team and/or department.
  • Maintains agent information within all departmental databases.
  • Processes attendance tracking and payroll to ensure timeliness and accuracy is at the highest standard.

Requirements:

  • 3-5 years contact center experience.
  • Thorough knowledge of the WFM processes including scheduling and daily management.
  • Experience with IEX scheduling software.
  • Intermediate level Microsoft Excel experience.
  • Experience with forecasting for a small to large contact center.
  • Excellent leadership, organizational, listening, interpersonal, analytical, written and verbal communication skills.
  • Excellent, developmental and motivational skills.
  • Must have good mathematical skills and a basic understanding of contact center and workforce management terminology and contact center productivity metrics.
  • Able to work independently as well as with a team and take initiative, with minimal supervision.
  • Must demonstrate an upbeat and positive disposition.
  • Must be a highly motivated, proactive individual and independent thinker.
  • Must be able to handle multiple tasks in a high volume, fast paced environment.
  • Knowledge of computer, telecommunications functions and systems, customer service and telemarketing.
Start date
n.a
From
Link Technologies
Published at
03.10.2013
Project ID:
608024
Contract type
Freelance
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