Workforce Management Analyst
Responsible for maximizing performance of the contact centers by analyzing real-time statistics, measuring performance to forecast and projecting future performance based on historical data. The intraday management analyst will also be responsible for intra-day staff adjustments (including OT and VTO) to help manage occupancy and ASA through real-time monitoring and analysis of contact volumes, AHT and staffing requirements compared to forecast. Other real-time adjustments include, setting primary/secondary/reserve skilling, maintain staffing line adherence, and coordination of decentralized Workforce Management resources for outsourcer and Charter's virtualized contact centers.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience
Review, analyze and assess the Forecasting and Staffing Analysts' contact and FTE forecasts to insure the forecasts are accurate given recent results, trends in contact volume and AHT, as well as site level staffing attainment.
Update intraday (interval) contact volume and average handle time forecasts for all call types and contact centers based on global forecasts and real-time trends. Make manual adjustments in eWFM to account for out-of-pattern days, including days after holidays, PPV events, or outages.
Analyze historical performance and assess future impacts to accurately reforecast next day metrics and projected performance to reflect the current view of staffing requirements. Enter adjustments into the system to obtain accurate staffing needs. Negotiate with sites, as necessary, for new staff attainment (including best effort OT and VTO) to maximize service level and occupancy.
Analyze and manage intraday staffing in internal and outsourced contact centers to ensure balancing of staff requirements (attaining similar OT and VTO goals in proportion to existing staff and currently attained OT and VTO) and compliance to forecast agreements. Provide guidance and coordinate internal and outsource Workforce Management teams in administering real time overtime and voluntary time off activities.
Communicate to internal local staffing and outsource centralized teams to identify trends in absenteeism, turnover, and other events impacting staffing availability.
Make real time adjustments to staffing forecasts in eWFM, including shrinkage, to provide the most accurate and up-to-date view of staffing forecast to requirements.
Instruct and coordinate optimal intraday scheduling of team meetings, supervisor coaching sessions, training and other scheduled off-phone (shrinkage) activity.
Monitor real time call statistics schedule adherence and communicate with internal and outsource Workforce Management teams to ensure on-phone and off-phone activity is managed efficiently throughout the day
Develop and communicate intraday service level and occupancy analysis to highlight events that cause Care to miss goal in any contact type. Such analysis should be thorough, self-explanatory, and detailed as to the cause of the miss (location, subscribers impacted, duration, trouble ticket number, posting of an announcement), the quantified impact of the miss (both for the interval(s) and day), and expected time for resolution.
Escalate service level and occupancy miss issues to the necessary Manager, Director or Vice President level, based on time frame and impact.
Interface with internal and external departments when call routing, tool issue anomalies are presented so the impact is fully scoped, the proper escalation paths are followed for timely resolution, staffing adjustments are facilitated and communication paths remain open until resolution is obtained.
Work with the Forecasting and Staffing Analyst to assess and analyze all activities in the post day period, recommend action plans to strengthen results, and monitor the implementation of activities to achieve those results.
Responsible for the specific results for the associated contact type of service level, occupancy, interval staffing forecast accuracy, schedule efficiency, line adherence, and overtime attainment.
Perform other duties as requested by supervisor
Skills / Abilities and Knowledge
Ability to read, write, speak and understand English
Working knowledge of statistical analysis techniques, including regression analysis and key outputs such as coefficient of determination, correlation coefficient
Understanding of arrival patterns and dependencies
Acute sense of urgency
Intermediate knowledge of Microsoft Excel including functions, formulas, pivot tables and charting
Working knowledge of Microsoft Access
Strong understanding of the call center metrics
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 indirectly 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)
Bachelor's degree in statistics, business, related field or equivalent experience
Related Work Experience Number of Years
Workforce management scheduling and forecasting software 2
Inbound contact center experience 2
Office environment with 24-hour service capability