Workforce Management Analyst
dev2· 2176636
About this role
Company Description
SpectrumJob Description
Posting Job Description :JOB SUMMARY
The Workforce Management Analyst is responsible for analyzing call volume trends, preparing forecasts and providing scheduling recommendations for Charter contact centers.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience.
Develops and maintains a comprehensive forecasting and scheduling model, using Workforce Management tools to forecast call volume. Creates staffing requirements and generate work schedules for contact centers.
Guide and manage indirect reporting relationships with a local Workforce Supervisors and Scheduling Administrators.
Determine yearly, monthly, daily and intra-day workforce requirements by gathering data on contact center statistics, marketing campaigns, system events, etc.
Coordinate and facilitate collaboration with customer care leadership, marketing, technical operations, human resources, finance, information technology, outsource partners and others to capture forecast and staff impacting activities.
Manage forecast results by provide feedback, input and reporting to business partners to develop more scientific and accurate forecasting methodology.
Align call demand with agent supply to achieve key performance objectives (service level, utilization, budgeting, etc.).
Provide long-term forecasts to management and product owners in support of future strategic initiatives.
Conduct workforce simulations to provide advice regarding the impact of business strategies within contact centers.
Perform other duties as requested by supervisor.
PREFERRED QUALIFICATIONS
Skills / Abilities and Knowledge
Ability to read, write, speak and understand English
Intermediate knowledge of Microsoft Excel
Working knowledge of Microsoft Access
Ability to analyze and interpret data
Ability to communicate orally and in writing in a clear and straightforward manner
Ability to communicate with all levels of management and company personnel
Ability to handle multiple projects and tasks
Ability to maintain confidentiality
Ability to supervise and motivate others
Ability to make decisions and solve problems while working under pressure
Ability to prioritize and organize effectively
Ability to show judgment and initiative and to accomplish job duties
Ability to use personal computer and software applications (i.e. word processing, spreadsheet, etc.)
Ability to work independently
Ability to work with others to resolve problems, handle requests or situations
Knowledge of cable television products and services
Knowledge of Aspect eWorkforce Management or similar application (IEX, Blue Pumpkin, etc)
Knowledge of database applications (SQL, Oracle, Access, etc)
Education
Bachelor's degree in statistics, business or related field or equivalent experience
Related Work Experience
2 years of Workforce management scheduling and forecasting software
2 years of Inbound contact center experience
WORKING CONDITIONS
Office environment with 24-hour service capability
The Workforce Management Analyst is responsible for analyzing call volume trends, preparing forecasts and providing scheduling recommendations for Charter contact centers.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience.
Develops and maintains a comprehensive forecasting and scheduling model, using Workforce Management tools to forecast call volume. Creates staffing requirements and generate work schedules for contact centers.
Guide and manage indirect reporting relationships with a local Workforce Supervisors and Scheduling Administrators.
Determine yearly, monthly, daily and intra-day workforce requirements by gathering data on contact center statistics, marketing campaigns, system events, etc.
Coordinate and facilitate collaboration with customer care leadership, marketing, technical operations, human resources, finance, information technology, outsource partners and others to capture forecast and staff impacting activities.
Manage forecast results by provide feedback, input and reporting to business partners to develop more scientific and accurate forecasting methodology.
Align call demand with agent supply to achieve key performance objectives (service level, utilization, budgeting, etc.).
Provide long-term forecasts to management and product owners in support of future strategic initiatives.
Conduct workforce simulations to provide advice regarding the impact of business strategies within contact centers.
Perform other duties as requested by supervisor.
PREFERRED QUALIFICATIONS
Skills / Abilities and Knowledge
Ability to read, write, speak and understand English
Intermediate knowledge of Microsoft Excel
Working knowledge of Microsoft Access
Ability to analyze and interpret data
Ability to communicate orally and in writing in a clear and straightforward manner
Ability to communicate with all levels of management and company personnel
Ability to handle multiple projects and tasks
Ability to maintain confidentiality
Ability to supervise and motivate others
Ability to make decisions and solve problems while working under pressure
Ability to prioritize and organize effectively
Ability to show judgment and initiative and to accomplish job duties
Ability to use personal computer and software applications (i.e. word processing, spreadsheet, etc.)
Ability to work independently
Ability to work with others to resolve problems, handle requests or situations
Knowledge of cable television products and services
Knowledge of Aspect eWorkforce Management or similar application (IEX, Blue Pumpkin, etc)
Knowledge of database applications (SQL, Oracle, Access, etc)
Education
Bachelor's degree in statistics, business or related field or equivalent experience
Related Work Experience
2 years of Workforce management scheduling and forecasting software
2 years of Inbound contact center experience
WORKING CONDITIONS
Office environment with 24-hour service capability
Qualifications
Additional Information
Frequently Asked Questions
Is the salary disclosed for the Workforce Management Analyst position at dev2?
The salary for this Workforce Management Analyst role at dev2 is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Workforce Management Analyst position at dev2 located?
This Workforce Management Analyst role at dev2 is based in Louisville, Louisville, , United States, us. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
Is the Workforce Management Analyst role at dev2 full-time or part-time?
This is listed as a Full time position. It is posted as a Workforce Management Analyst role in the 2176636 department at dev2.
Which team or department does the Workforce Management Analyst at dev2 belong to?
This Workforce Management Analyst position is part of the 2176636 department at dev2. See the full job description for more information about the team structure and responsibilities.
How do I apply for the Workforce Management Analyst position at dev2?
Click the "Apply Now" button on this page. You will be redirected to dev2's official application portal hosted on smartrecruiters where you can submit your application directly.
When was the Workforce Management Analyst job at dev2 posted?
This Workforce Management Analyst position at dev2 was posted on Nov 7, 2021. Apply as soon as possible — early applications are often reviewed first.
Workforce Management Analyst
dev2
You'll be redirected to dev2's official application page on SmartRecruiters.