Job Details
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Job Description
The Workforce Management Analyst is responsible for managing all WFM tasks, including: analyzing center and agent historical performance; generating and overseeing schedules and schedule adherence; preparing and distributing intraday operational and client reporting; monitoring WFM key performance indicator (KPI) metrics to ensure all goals are being met; managing dialing campaigns.
Specific duties include:
- Administration of WFM system
- Track, analyze and report performance
- Manage employee information changes
- Manage scheduling process
- Communicate with management and operations team to ensure compliance with client and company dialing standards
- Modify call routing and campaign dialing to ensure calls are handled and dialed appropriately
- Address associates as it pertains to occupancy
- Subject to fill-in for other departments based on business needs
- Perform other duties and assignments as directed
Job Requirements
- Ability to effectively communicate with multiple levels of managements
- Strong analytic skills
- Self-motivated and dependable – must excel in a minimally managed position
- 1 year experience in workforce management position or RTM related field
- Excellent communication in English as for direct client communication
