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Workforce Management Analyst

WSP USA Inc.
Aurora, USA
Full-time
Mid
Onsite
$27.53 / hour
Discovered 2 weeks ago

Full Job Posting

Qualifications

  • PERFORMANCE CRITERIA Performance will be evaluated based on: • Forecasting and scheduling accuracy. • Accuracy and timeliness of workforce reporting and analysis. • Effective staffing coverage and support of service-level objectives. • Timely identification and resolution of intraday staffing issues. • Accuracy and effectiveness of workforce recommendations. • Quality and reliability of workforce data and reporting. • Support of operational performance and departmental goals.
  • ESSENTIAL JOB FUNCTIONS • Develop and maintain short- and long-term workforce forecasts using historical, current, and projected operational data. • Create and maintain staffing schedules based on forecasted workload and business requirements. • Monitor real-time staffing levels, contact volumes, queue performance, service levels, employee states, schedule adherence, and other workforce management metrics. • Identify staffing gaps, coverage risks, and operational trends and provide recommendations for appropriate intraday adjustments. • Analyze workforce and operational data to identify trends, risks, staffing requirements, and opportunities for improvement. • Prepare and distribute accurate and timely workforce reports, dashboards, and analyses. • Maintain accurate workforce management, staffing, scheduling, and related information across applicable systems. • Communicate workforce trends, staffing requirements, operational risks, and recommendations to management and operational leaders. • Coordinate with Operations, Supervisors, Training, Quality, and other departments to support staffing requirements and maintain appropriate operational coverage. • Provide subject-matter guidance and training regarding workforce management processes, reports, metrics, systems, and tools. • Respond to changing operational conditions and support intraday workforce management activities. • Work independently, manage multiple priorities, and make data-informed recommendations in a fast-paced and changing operational environment. • Communicate effectively, both verbally and in writing. • Use computers, keyboards, mice, telephones, and standard office equipment on a regular basis. • Navigate multiple computer screens and software applications while accurately entering, accessing, retrieving, analyzing, and interpreting information. • Sit at a workstation and use a computer for extended periods. • Perform primarily sedentary work requiring extended periods of computer and workstation use. • Use sufficient visual ability to read and interpret computer screens, reports, spreadsheets, dashboards, and other work-related information. • Perform frequent hand and eye coordination when using a keyboard, mouse, telephone, and standard office equipment. • Meet established job performance and quality standards. • Perform the essential functions of the position with or without reasonable accommodation. • Work remotely when required and in accordance with applicable company policies and procedures.
  • ESSENTIAL JOB FUNCTIONS • Develop and maintain short- and long-term workforce forecasts using historical, current, and projected operational data. • Create and maintain staffing schedules based on forecasted workload and business requirements. • Monitor real-time staffing levels, contact volumes, queue performance, service levels, employee states, schedule adherence, and other workforce management metrics. • Identify staffing gaps, coverage risks, and operational trends and provide recommendatio

Responsibilities

  • This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with this job.
  • Develop short- and long-term workforce forecasts using historical contact volumes, arrival patterns, average handle time (AHT), shrinkage, service levels, occupancy, and other relevant workforce metrics. • Create and maintain employee schedules to align staffing with forecasted workload and business requirements. • Monitor real-time contact volumes, staffing levels, service levels, queue performance, and employee states to identify and address intraday staffing needs. • Make recommendations regarding overtime, undertime, schedule changes, staffing adjustments, and resource allocation based on forecasted and real-time conditions. • Monitor and analyze schedule adherence and provide recommendations to improve workforce efficiency and coverage. • Analyze Contact Center performance across phone, email, and chat channels and identify trends, risks, and opportunities for improvement. • Provide staffing and hiring recommendations based on forecasted workload, staffing requirements, attrition, shrinkage, and business needs. • Conduct root cause analysis related to workload, traffic distribution, staffing, service-level performance, adherence, and other workforce metrics. • Prepare and distribute accurate daily, weekly, monthly, and ad-hoc workforce reports and analytics for management. • Develop and maintain dashboards, reporting tools, and workforce-related data in partnership with the management team. • Maintain accurate employee, role, team, system, and workforce management information in accordance with applicable company procedures and data-security requirements. • Provide training and subject-matter guidance to Supervisors and Managers regarding workforce reports, metrics, and WFM processes. • Partner with Management, Supervisors, Training, and Quality to coordinate staffing requirements for meetings, training, and other activities while maintaining appropriate coverage. • Identify and communicate workforce-related system or operational issues and work with the management team toward resolution.
  • Develop strong working relationships across departments to support effective workforce planning and problem resolution. • Cross-train with the Back Office (Support Team) Workforce Analyst and provide backup support as needed. • Perform other related duties as assigned.
  • Develop short- and long-term workforce forecasts using historical contact volumes, arrival patterns, average handle time (AHT), shrinkage, service levels, occupancy, and other relevant workforce metrics. • Create and maintain employee schedules to align staffing with forecasted workload and business requirements. • Monitor real-time contact volumes, staffing levels, service levels, queue performance, and employee states to identify and address intraday staffing needs. • Make recommendations re

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