Responsible for collecting, analyzing, and reporting on workforce metrics
Utilizes data to deliver on solutions for capacity planning within the operational contact or claims centers
Provides oversight in maintaining business schedule processes and data to ensure effective alignment of schedules to business demand
Manages relationships with strategic suppliers to ensure scheduling processes across all lines of business are standardized with approved variance
Manages and maintains strategic supplier Quality Management and Operational Guidelines
Builds and maintains relationships with internal business units and leaders
Participates as a subject matter expert on contact or claims center projects for workflow process improvements
Partners with cross-functional areas to better determine headcount, volumes, and budget/spend for daily support as well as campaign strategies
Present fluctuations to management and adjust resources as needed
Conducts analysis on workforce scheduling to identify trends and make recommendations to leaders on performance improvement
Serves as a resource to team members on escalated issues and/or complex matters
Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures

Bachelor’s degree OR 4 years of related experience (in addition to the minimum years of experience required) may be substituted in lieu of degree
6 years of experience in workforce management planning within a contact or claims center environment
Advanced knowledge and application of data analysis tools, telecommunications tools, and contact center routing systems
Advanced knowledge and experience with workforce management tools and/or software such as NICE IEX
Demonstrated relationship skills, verbal and written communication and ability to identify root cause / solutions
Advanced knowledge and application of Microsoft Office software tools to include Word, Excel, PowerPoint

Senior Workforce Management Analyst – Contact Center Operations

Key skills