Workforce Management Analyst
Company: SPECTRUM
Location: Louisville
Posted on: February 25, 2021
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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.
Developes and maintains a comprehensive forecasting and scheduling
model, using WorkforceManagement 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
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 capabilitySalaries depend
on geography, education, and experience; negotiations begin at $
:45300
For more information on Spectrum's benefits, please click .
Keywords: SPECTRUM, Louisville , Workforce Management Analyst, Executive , Louisville, Kentucky
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