Position: Workforce Management Analyst

Location: Plano, TX (Hybrid 4 days onsite– Friday WFH)

Duration: 12 Months Contract

Pay Range: $37-$40 per hour

KEY RESPONSIBILITES/REQUIREMENTS:

Job Responsibilities:

• Administration of WFM system(s)
• Track, analyze and report performance
• Maintain accurate and historical records
• Manage employee information changes
• Manage scheduling process(s)
• Communicate with management and operations team to ensure compliance with client and company contact standards
• Modify call routing and campaigns to ensure contacts are handled and appropriately answered
• Call out BPO’s as it pertains to occupancy, Utilization, Service Level, AHT, …
• Subject to fill-in for other departments based on business needs
• Perform other duties and assignments as directed
• Establish and maintain communication services across business units or from the project team to the organization.
• Maintain the storage and retrieval of all project communications data and business metrics.
• Review contracts, cost proposals and contract supplements.
• Establish and document business processes.
• Set up project and work breakdown structures.
• Track project budgets and expenditures, monitor transaction controls and costs against budgets.

Skills:

• Verbal and written communication skills, attention to detail, customer service and interpersonal skills. Create reports/comments on actuals to forecast and create action plans for improvement.
• Ability to work independently and manage one one’s time.
• Knowledge of business and management principles involved in strategic planning, resource allocation, and production methods.
• Ability to apply accounting and mathematical principles to work as needed.
• Ability to analyze business trends and project volume and headcount needs.
• Previous experience with computer applications, such as Microsoft Word and Excel (a must – intermediate skill level); Enterprise Application experience a plus.
• Experience in Verint or any other scheduling/forecasting systems 2 years’ experience minimum

Education/Experience:

• Bachelor's degree in business management, economics, finance, accounting or relevant field required.
• 2-4 years’ experience required.

Top skills:

• Applies analytical and mathematical abilities to develop accurate forecasts of volumes, average handle times, occupancy, and other metrics as required to support advanced forecasting in a highly complex environment.
• Strong background in forecasting, statistics, people management and analytics in contact center environment
• At least 3 years’ experience in Workforce Management forecasting in highly complex multi-site, multi-skill environments. Verint or any other workforce/scheduling - forecasting system, producing forecast and Headcount needs – at least 2 years