Call Center Workforce Management Analyst

Position Overview:

As a Leader of Workforce Management, you will play a pivotal role in optimizing workforce efficiency and operational performance within our organization. You will lead our team’s efforts to ensure optimal staffing levels, efficient scheduling, and adherence to service level agreements (SLAs). By leveraging your strategic insights and analytical skills, you will contribute to the overall success of our operations and customer service delivery. You will also help communicate expectations to employees and provide coaching and corrective action when needed. Workforce Management professionals must have strong interpersonal and analytical skills. 

Key Responsibilities:

• Develop and implement workforce management strategies aligned with business objectives and operational needs.
• Forecast staffing requirements based on historical data, business trends, and seasonal fluctuations.
• Optimize workforce scheduling to maximize efficiency and meet service level targets.
• Monitor real-time metrics and adjust staffing levels as needed to maintain optimal performance.
• Track key performance indicators (KPIs) related to workforce productivity, adherence to schedules, and service delivery metrics.
• Analyze data and trends to identify opportunities for improvement and operational efficiencies.
• Foster a culture of collaboration, continuous learning, and professional growth within the team.
• Collaborate closely with Operations, HR, Customer Support, and other departments to align workforce strategies with organizational goals.
• Communicate effectively with stakeholders at all levels to ensure alignment and support for workforce management initiatives.

PerfectServe Success Factors:

• Understanding of the healthcare and customer support industry, PerfectServe’s business, and the current and future marketplace.
• Awareness of customer needs and how PerfectServe’s programs and services address those needs.
• Drive innovative thinking and influence others to adopt changes for improved performance.
• Exhibit flexibility and tolerance for ambiguity in a dynamic healthcare technology industry.

Essential Qualifications:

• Bachelor’s degree in Business Administration, Human Resources, or a related field. Advanced degree or certifications (e.g., PMP, SHRM) preferred.
• Minimum of 5 years of progressive experience in workforce management, with at least 2 years in a leadership or supervisory role.
• Proven track record of developing and implementing workforce strategies that drive operational efficiencies and enhance service delivery.
• Strong analytical skills and proficiency in workforce management software (e.g., Verint, Aspect, Kronos, five9 WFM) and Microsoft Excel for data analysis.
• Excellent communication, presentation, and interpersonal skills, with the ability to influence stakeholders and build effective working relationships.
• Demonstrated leadership qualities, including the ability to inspire and motivate a team towards achieving common goals.
• Ability to thrive in a dynamic, fast-paced environment with changing priorities and tight deadlines.