Monitor network-wide intraday performance, proactively identify risks, and execute mitigation strategies
Analyze, report on, and provide solutions for workforce metrics
Maintain business schedule processes and data to align schedules with business demand
Manage relationships with strategic suppliers to standardize scheduling processes
Participate as a subject matter expert on contact or claims center projects for workflow process improvements
Collaborate with areas to determine headcount, volumes, and budget/spend for daily support and campaign strategies
Conduct analysis on workforce scheduling and make recommendations on performance improvement
Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled

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