Provide real-time monitoring via available software tools and workforce management techniques to make intra-day adjustments in an effort to maximize resource efficiency and achieve service level goals and business objectives.
Perform continual analysis of current performance (noting recent historical trends) and conduct real-time re-forecasting to make necessary adjustments in staffing plans and coordinate.
Coordinate with Managers and Supervisors to perform needed staffing adjustments based on current and forecasted results.
Compare actual results to forecasted results, identifying opportunities for improvement.
Provide daily/intra-day performance reports and status to leadership.
Implement set of best practices in workforce management across all sites to ensure consistent processes and procedures.
Develop and implement contingency staffing models, including disaster recovery scenarios.
Ensure adherence/compliance to workforce management policies and procedures in all sites.
Compile daily, weekly and monthly reporting of resource management results, including attrition, capacity/utilization, performance, intra-day summaries and daily summary reports.

Requires a BS/BA degree in Business, Information Systems, Statistics, or a related field and/or equivalent combination of education and experience.
At least 2 years in a multi-skilled call center environment.
At least 2 years of operations management experience including forecasting, scheduling and real-time operations management.
At least 2 years of experience using Workforce Management Software; or any combination of education and experience, which would provide an equivalent background.
Strong knowledge of MS Office suite of products including Excel, Word, PowerPoint, and Access.
Strong demonstrated analytical, organization, communication, planning, and problem solving skills.

Workforce Management Analyst – Inside Sales

Key skills