SWBC is seeking a talented individual to serve as a Workforce Analyst in a Contact Center environment responsible for all Workforce Management (WFM) tasks within the department. Key responsibilities will include but are not limited to attendance, scheduling functions, forecasting, and real time monitoring, as well as presentations on reporting.
- Why you'll love this role:_
Are you looking for a position that will allow you to make an immediate impact? Do you love communicating with a broad and diverse group of colleagues across multiple job functions? If you have a passion for organization, optimization, and efficiency, the Workforce Analyst role may be right for you. This position will allow you to have an active hand in the day to day operations and activities of a growing and multifaceted company. Your work will immediately affect not only the bottom line but also help us see to the needs of our colleagues, clients, and customers.
- Essential duties include the following:_
- Maintains WFM data repository to include monthly, weekly, daily, and interval-level call volume, call metrics, and staffing.
- Collects, organizes, and interprets workforce management data sets to improve efficiencies and balance business needs.
- Automates data flows for forecasting data sets.
- Analyzes current trends and seasonality to provide recommendations and assist Forecasting Specialists with changes needed to ensure forecast accuracy.
- Manages ad-hoc WFM Reporting requests to include volume, call metrics, agent schedules, and adherence.
- Creates dashboards, reports, and alerts to assist with contact center monitoring at monthly, weekly, daily, and intra-day levels.
- Provide trend analysis and feedback to the WFM Resource Planner to improve call, handle time, and shrinkage forecasts.
- Participates in the forecasting and scheduling processes ensuring that adequate staffing levels are maintained and supported.
- Uses accuracy of schedule measurements for continuous improvement, including making recommendations to improve scheduling efficiency and team member satisfaction.
- Collaborates with department management on identifying opportunities to further optimize workforce management.
- Performs all other duties as assigned.
- High School Diploma or GED required.
- Bachelor's Degree in Mathematics or Statistics from an accredited four-year college of university preferred.
- Minimum of three (3) years of experience in Workforce Management forecasting, scheduling, real time adherence, and reporting required.
- Proficient Microsoft Office skills, including Outlook, Word, and Excel.
- Strong data entry and data validation skills.
- Strong mathematical and analytical skills.
- Strong problem resolution skills.
- Excellent attention to detail and organizational skills.
- Excellent verbal and written communication skills.
- Excellent presentation skills.
- Able to use basic office equipment, including copy machine, personal computer, and fax.
- Able to type 35 WPM.
- Able to travel locally or nationally by car or plane.
- Able to sit for long periods of time performing sedentary activities.
- Able to stand, stoop, and kneel to file for long periods of time.
- Able to push, pull, and lift up to 20 lbs. of files, supplies, documents, or other related items.
- SWBC offers*:_
- Competitive overall compensation package
- Work/Life balance
- Employee engagement activities and recognition awards
- Years of Service awards
- Career enhancement and growth opportunities
- Emerging Professionals and Mentor Program
- Continuing education and career certifications
- Variety of healthcare coverage options
- Traditional and Roth 401(k) retirement plans
- Lucrative Wellness Program
- _Based upon employee eligibility_
- Additional Information:_
SWBC is a Substance-Free Workplace and requires pre-employment drug testing.
Please note, SWBC does not hire tobacco users as allowed by law.
