.Unlock Learning for All:Here at Ellucian, we are motivated by a mission - power education so institutions can empower student success. We are the global market leader in EdTech for higher education, serving more than 2,900 customers and reaching over 22 million students in 50 countries. We are dedicated to helping higher education unlock learning for all by providing solutions that support the entire student lifecycle and deliver insights needed now and into the future.We embrace the power to **lead**, the courage to **innovate**, and the determination to **grow**. At our core, we believe in **humanizing** our approach, recognizing that our people are our greatest strength. With a shared vision of **transformation**, we endeavor to shape a brighter future for higher education.About the Opportunity: The Workforce Management Analyst is responsible for maintaining all Workforce functions, including analyzing Contact Center and agent historical performance, capacity planning, short and long-term forecasting. Preparing and distributing intraday operational and operational reporting. Responsible for making data-driven decisions and recommendations to ensure Contact Center and/or processing operations have the resources needed to meet demand. Collaborate with Operations leaders to optimize workforce planning and processes.**Where you will make an impact**- Effectively forecast the anticipated workload using historical data, knowledge of business trends and upcoming events.- Calculate the number of inbound contacts for the upcoming intervals: days, weeks, months, or even years. Draw on history and insight to predict the future workload and anticipate volume drivers.- Determine schedules needed for coverage at the interval level. Draw on the requirements determined by the forecast, to have the right staff available where the interactions will be delivered.- Plan staff according to call patterns and skills sets to improve first-call resolution.- Responsible for real-time management across Center operations by monitoring current service levels and coordinating staff skilling assignments.- Monitor service levels daily to determine if customer contacts are meeting or exceeding agent availability.- Development of schedules and scheduling approaches to improve service levels, staff utilization, adherence, reduce cost and achieve performance goals.- Make real-time adjustments to technician's schedules to meet higher-than-expected volume and take advantage of opportunities for cost savings.- Generate reports to show productivity and performance changes.- Respond to ad hoc requests for special analyses and reports from others as assigned.- Provide leadership with workload trends and efficiency updates to uphold high customer service standards through real-time monitoring and other methods.- Conduct data analysis and participate in special projects as assigned