Workforce Management Forecast & Scheduling Analyst
Posted on 1/19/2023

501-1,000 employees

Healthcare & community building platform
Company Overview
Papa started with a simple premise: people need people. They began with one connection, and now they create thousands of moments that matter every day—offering individuals and families access to vital companionship and care.
United States
Experience Level
Desired Skills
Customer Service
Data Analysis
Operations & Logistics
  • Proven ability to use data analytics to identify trends, drive operational, quality, and financial performance in accordance with department and organizational goals
  • Ability to lead or facilitate training and education
  • Strong organizational and coordination skills
  • Strong attention to detail and ability to take initiative to resolve immediate or urgent problems
  • Ability to communicate professionally while maintaining confidence, confidentiality, integrity, and objectivity, both orally and in writing
  • Ability to adapt rapidly to change, balance multiple priorities, think quickly, and use appropriate judgment
  • Technological aptitude to master additional programs, technologies, and databases
  • Ability to take the lead in making improvements and resolving issues
  • Personal integrity and an ability to work under stress in a fast paced environment
  • Proficient in time management with superior prioritization skills
  • Self-motivator, quick thinker, proactive, and detail- and results-oriented
  • Demonstrated interpersonal, customer relations, and communication skills with the ability to use discretion when discussing confidential personnel or consumer-related issues
  • Strong problem-solving skills, with ability to handle complex scenarios
  • Strong organizational and coordination skills
  • Demonstration of regular, consistent and punctual attendance
  • General understanding of cloud based telephony systems, IVR, skill-based priority routing, chat, email, and associated reporting
  • Working knowledge of Workforce Mgmt. workflows and protocols
  • Proficiency in business systems, including Google Workspace or Microsoft Suite
  • Adaptability - Maintaining effectiveness when experiencing major changes in work responsibilities or environment (e.g., people, processes, structure, or culture); adjusting effectively to change by exploring the benefits, trying new approaches, and collaborating with others to make the change successful
  • Building Partnerships - Developing and leveraging relationships within and across work groups to achieve results
  • High School Diploma or equivalent
  • Minimum 3 years experience with workforce management process and application (e.g. ErlangC, IEX, Genesys, NICE, Verint, eWFM, Calabrio)
  • Advanced MS Excel or Google Sheets Experience
  • Use workforce management tools to forecast volumes, create staffing requirements, and generate work schedules for contact centers that meet or exceed service level, abandonment rate, and other key performance indicators
  • Exhibit ability to work in a fast-paced environment
  • Prepare both daily and long-term staffing requirements and adjust schedules based on dynamic needs of Care Center
  • Study real-time and historical data to modify forecasting; strive for continuous improvement in forecasting and staffing
  • Lead and manage processes for shift bids, vacation shift bids, time-off requests, and requests for overtime
  • Maintain a local database to manage employee information, performance trends, and other related data
  • Maintain and provide budget-related data, including projected FTE requirements, shrinkage rate, abandonment rate, call volume, and attrition rate
  • Use and maintain available reporting systems; produce routine and non-routine reports and presentations, including daily contact center performance, root-cause analysis, and trends and behaviors
  • Assist the Real-Time Workforce Analyst to ensure associates are following schedules and meeting service level and abandonment goals
  • Serve as a backup for the Workforce leadership, as necessary
  • Use critical thinking skills to offer prompt and efficient assistance to Care Center leadership regarding staffing projections and reporting
  • Actively work with other Care Center staff and leaders to achieve established performance metric standards
  • Oversee, assume accountability, and perform administrative duties for the daily and ongoing function of assigned functional area(s)
  • Monitor and report on service performance, including volumes, wait times, abandonment rates, and other core productivity and performance measures in real-time and retrospectively
  • Ensure appropriate interactions with front line team members, cross-functional team members and other key partners, are appropriately documented, addressed and communicated
  • Ensure compliance with corporate and departmental policies and guidelines
  • Identifies areas of opportunity through customer feedback, interaction with functional leaders; support trends and analysis to positively influence support strategy, team performance and service improvement
  • Ensure day to day application of policies, procedures, and performance standards to ensure quality customer service and accuracy
  • Demonstrate through behavior Papa's mission, vision, values, and service standards
  • Adhere to department policies and procedures
  • Perform other duties as assigned by the Supervisor or other Care Center leaders