Contact Center Workforce Analyst

Summary

The Workforce Analyst is responsible for monitoring real-time workforce adherence, optimizing schedules, and analyzing workforce data to enhance operational efficiency. This role supports key business decisions related to staffing, scheduling, and workforce planning. The ideal candidate will have experience with workforce management platforms, with emphasis on AWS and Five9, knowledge of Salesforce case management, and flexibility to adapt to other technologies.

Essential Job Functions

• Monitor real-time adherence to schedules and promptly address deviations to maintain service level agreements (SLAs).
• Proactively adjust schedules based on intraday needs, including unexpected call volume, agent availability, and other operational requirements.
• Develop and maintain schedules that align with operational needs and employee-related preferences or exceptions, ensuring compliance with policies and labor laws.
• Leverage historical data to refine scheduling practices and enhance forecast accuracy.
• Support the development of long-term workforce plans to address business growth and demand fluctuations.
• Collect, analyze, and interpret workforce data from various systems, including time-tracking, attendance, and performance management tools.
• Develop and maintain dashboards and reports to track key metrics such as adherence, shrinkage, and productivity.
• Provide actionable insights and recommendations based on data trends to optimize workforce efficiency.
• Contribute to the implementation and maintenance of workforce management systems, ensuring alignment with organizational requirements.
• Leverage data visualization tools (e.g., Sigma) for effective communication of analytics and trends.
• Identify opportunities for process improvements to enhance workforce efficiency and scheduling effectiveness.
• Develop and maintain dashboards and reports using Salesforce case data, highlighting key metrics related to case resolution times, escalations, and staffing efficiency.
• Analyze data from Salesforce cases to monitor workload distribution, case volumes, response times, and backlog management.
• Partner with leadership to implement best practices in workforce management.
• Act as a liaison between WFM operations, and leadership to align workforce strategies with business goals.
• Provide mentorship and training to junior team members on workforce management tools and practices.
• Participate in workforce-related projects, such as process redesigns, technology implementations, forecasting, and capacity planning initiatives.
• Other duties as assigned by leadership.

Skills and Competencies

• Strong analytical and problem-solving skills, with the ability to interpret complex datasets and make informed recommendations.
• Proficiency in workforce management tools and data analysis platforms such as Excel (advanced level), and Sigma.
• Excellent communication and collaboration skills, with experience working across departments and levels of an organization.
• Utilize workforce management tools, with experience in AWS and Five9 preferred. Adapt quickly to other platforms as needed.
• Stay current on industry trends and tools to recommend innovative solutions.
• Ability to thrive in a fast-paced, dynamic environment with minimal supervision.
• Communicate effectively with management and frontline teams to mitigate operational risks in real-time.
• Familiarity with extracting, analyzing, and developing reports based on Salesforce case data.

Education/ Experience

• Bachelor’s degree in Business, Data Analytics, Operations Management, or a related field (or equivalent experience).
• 3-5 years of experience in workforce management, preferably in a contact center environment.
• Experience with Salesforce and a CCaaS platform is required.
• Experience with AWS, Five9, or similar platforms is highly desirable.

Physical Demands

The physical requirements outlined are essential for performing the core duties of this role.

• Primary responsibilities involve regular speaking, listening, standing, walking, using hands to handle or feel objects, and reaching with arms.
• Occasionally, the role may require sitting, climbing, balancing, stooping, kneeling, crouching, or crawling. Employees must be able to frequently lift and move objects weighing up to 10 pounds and occasionally up to 40 pounds.
• Vision requirements include the ability to focus at close and long distances, distinguish colors, maintain peripheral awareness, perceive depth, and make precise focus adjustments.

EEO Statement

PosiGen is an Equal Opportunity / Affirmative Action employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability, protected veteran status, or any other factor protected by applicable federal, state, or local laws. Individuals who require reasonable accommodations under the Americans with Disabilities Act in order to participate in the search process should notify the Office of Human Resources.