Performance Specialist - Workforce Management Analyst Position posted until filled Salary Range: $48,000-$58,000 DescriptionThe Department of Customer Service (ATL311)
Performance Specialist - WFM Analyst is responsible for all operational facets of the ATL311 Customer Service Center to ensure targeted service levels are met and cost savings are achieved through the optimization of people, processes, and technology. Key functional areas include forecasting, scheduling, Real-Time Adherence (RTA), system administration, and reporting to optimize staff in a multi-skilled, multi-channel call center. The Analyst executes all volume forecasting and staff scheduling, including the building and distributing of rosters, managing time off requests, entering schedule exceptions, and the real-time monitoring of the operation so that the necessary staffing adjustments can be made. The Analyst is also responsible for the creation and distribution of performance reports to improve service levels, optimize occupancy, reduce average handle time, improve schedule adherence, minimize attendance infractions, and improve agent productivity. The Analyst plays a key role in analyzing performance trends and collaborating with various team members in the contact center to drive process improvement, and agent productivity, and ensure Service Level Agreements (SLAs) are met.
Responsibilities: - Develop and implement standardized best practices across all workforce functional areas including capacity planning, forecasting, scheduling, and real-time monitoring using Calabrio WFM;
- Analyze historical trends, current call arriving patterns, and call center initiatives to develop volume and staffing projections for all interaction types.
- Monitor traffic and agent adherence to ensure proper coverage; act as a single point of contact for all schedule adjustments; field vacation requests, adjust staffing by soliciting for overtime or variable time off as needs arise, and schedule all off-phone events and activities.
- Manage the back-end administration for system applications in the call center.
- Create and publish intraday, daily, weekly and monthly reports; keep operations well informed of upcoming challenges and mitigation plans.
- Coordinate with business partners such as Telecom, Training, and Operations Leadership to maintain a holistic picture of daily, weekly, and monthly service level results.
- Communicate dependencies and risks for scheduling and service levels in a clear/concise manner and manage/track exceptions; proactively create stakeholder communication outlining root causes for missed service levels when necessary.
- Train and develop other members of the call center operations support team on workforce scheduling and real-time adherence.
- Participate in any special projects as needed and assist with other duties as assigned.
- Minimum 2+ years of experience in workforce operations in a call center environment; must have experience using and administering a workforce management system such as Calabrio, Interaction Optimizer, eWFM, Impact 360, IEX or similar workforce management application.
- Bachelor's degree in IT, Finance, Business, or related field/equivalent experience preferred.
- Advanced knowledge and understanding of workforce planning programs and principles; experience or certification administering Calabrio solution preferred but not required.
- Advanced knowledge of call center operations and industry trends; must have ability to serve as a subject matter expert and planning resource on issues and projects related to staffing and scheduling, workforce management applications, and strategic planning for multi-channel, multi-skill environments.
- Strategic thinker and tactical implementer with strong analytical abilities.
- Ability to react quickly and take advantage of changing business conditions in real-time.
- Highly motivated, creative, self-sufficient, and able to operate effectively without close supervision.
- Strong organizational skills and the ability to prioritize workload, meet deadlines and perform multiple tasks with a high attention to detail.
- Ability to work closely with team members to enhance, improve and re-engineer processes to ensure positive results.
- Ability to consistently maintain a team environment by openly sharing information, exchanging ideas, coordinating activities, peer coaching, and/or jointly solving problems.
