Workforce Management Analyst-Call Center

Description

Conexon is a rapidly growing telecommunications company partnering with Rural Electric Cooperatives to design and deploy advanced fiber-to-the-home (FTTH) networks nationwide. Our mission is to bridge the digital divide by delivering reliable, high-speed internet and phone services to Rural America. We are a team of people passionate about excellent service, meaningful work, and supporting the communities we serve. As we continue expanding into new states and regions, we’re looking for individuals who want to grow with us and contribute to this important mission of transforming rural communities with the power of high-speed internet, mile by mile of fiber to the home.

The Workforce Management (WFM) Analyst is responsible for forecasting customer contact volumes, developing staffing and scheduling plans, monitoring real-time performance, and delivering workforce insights for a contact center environment. This role ensures the right number of agents are available at the right time to achieve customer experience, service level, and operational efficiency goals. The WFM Analyst partners closely with Operations, Training, Quality, and Leadership teams to optimize workforce performance while balancing service delivery and labor costs. 

• Location: In office
• Job Type: Full-time
• Schedule: Fixed
• FLSA Status: Non-Exempt
• Travel: No

Requirements

• Bachelor's degree in Business, Analytics, Finance, Mathematics, Statistics, or related field, or equivalent experience.
• 2-5 years of Workforce Management, Call Center Operations, Resource Planning, or Business Analytics experience.
• Experience supporting multi-channel contact center environments.
• Strong analytical and problem-solving skills.
• Advanced Microsoft Excel skills.
• Experience with workforce optimization platforms such as NICE, Verint, Calabrio, Genesys, or similar systems.
• Strong written and verbal communication skills.

Preferred Qualifications

• Experience in customer care, customer service, technical support, or sales contact centers.
• Proficiency with Power BI, Tableau, SQL, or related analytics tools.
• Knowledge of Erlang staffing methodologies and forecasting techniques.
• Experience supporting outsourced or multi-site operations.
• Understanding of contact center financial and operational metrics

Key Responsibilities

Forecasting & Capacity Planning

• Analyze historical call, chat, email, SMS, and case volume trends to develop accurate forecasts.
• Create short-term and long-term staffing plans based on business requirements, seasonality, and growth projections.
• Calculate hiring needs, attrition impacts, and capacity requirements.
• Support budget planning through workforce modeling and scenario analysis.

Scheduling & Workforce Administration

• Create and maintain agent schedules that align staffing levels with forecasted workload.
• Manage schedule requests, time-off allocations, shift bids, and schedule changes.
• Coordinate training, coaching, meetings, and project activities while minimizing customer service impact.
• Ensure schedule compliance with company policies and labor requirements.

Real-Time Workforce Management

• Monitor intraday performance and staffing levels.
• Identify service level risks and implement real-time mitigation plans.
• Manage call routing, queue performance, and staffing reallocations.
• Communicate staffing recommendations and operational impacts to leadership teams.

Reporting & Analytics

• Produce daily, weekly, and monthly workforce performance reports.
• Analyze workforce trends and operational performance metrics.
• Develop dashboards and scorecards using workforce management and business intelligence tools.
• Present findings and recommendations to operational leaders.

Performance Metrics Management

Monitor and report on key contact center KPIs, including:

• Service Level
• Average Speed of Answer (ASA)
• Abandonment Rate
• Occupancy
• Schedule Adherence
• Conformance
• Average Handle Time (AHT)
• Forecast Accuracy
• Staffing Efficiency
• Customer Satisfaction (CSAT)
• Net Promoter Score (NPS), where applicable

Continuous Improvement

• Identify opportunities to improve forecasting accuracy and scheduling efficiency.
• Recommend process enhancements that improve workforce productivity and customer experience.
• Support implementation of workforce management technologies and reporting solutions.
• Document workforce management processes and best practices

Standard Company Benefits Include

• Three (3) weeks of paid time off
• Comprehensive benefits package, including health, dental, and vision coverage
• Life insurance
• Short-term and long-term disability insurance
• Retirement benefits