The Assistant Workforce Management (WFM) Analyst is responsible for the implementation and ongoing utilization of the Workforce Management Software systems. This position will assist with forecasting anticipated call volume over short and long term forecast periods, schedule employees required to meet forecasted volume needs, adjust employee scheduling to ensure that the business unit has sufficient staffing levels to handle the incoming call volumes within established performance metrics and Protective service goals.
Assist with forecasting all inbound call volume and levels over short and long term projection periods, utilizing Workforce Management Software systems to identify workforce staffing levels for all Business Unit sites and functions, which may include multiple business units. Schedule employees per the projected staffing analysis reports.
Back up Assistant WFM analyst in monitoring WFM mailboxes and call in lines, updating schedules as needed for all centers taking proactive steps to insure proper staffing levels on a half-hour increment basis throughout the day.
Coordinate requests for PTO, shift change, employee shift exchange request, training, individual and team / department meetings, coaching sessions and any other leaves for all Business Unit employees.
Provides Analyze individual rep performance trend reports and communicate issues to management on assigned centers while gaining the ability to back up any center. Prepare periodic reports on an individual, team, function, and department, covering all performance goals and real time adherence levels for use in weekly, monthly, and annual performance appraisals, meeting with center management to discuss high level and detailed contact center performance for assigned centers. Participate in the coordination process of employees being hired or exiting the center for staffing accuracy.
Back up Assistant WFM Analyst in monitoring real time adherence for assigned campaigns, all centers, insuring awareness of real time adherence patterns, including extended breaks and lunches, lack of adherence to schedule, hours worked and overuse of Not Ready Reason Codes that could negatively impact service performance for each center. Monitor Contact Volume, Handle Time, Service Level, and Skilling as above.
Coordinate with managers and trainers on short term planning and scheduling of department activities in center - any center.
Report system outages, adherence, skilling and service level concerns to WFM team and call center management for all centers.
Creating, monitor and maintain scorecards for assigned campaigns, including working with management to create effective KPI's in line with business goals.
Utilize respective tools and continue training on WFM technology (e.g. strategic planner)
Maintain PTO / DH balances and requests in center of location or proximity with ability to back up any center.
Organize quarterly, semi-annual and annual PTO bids - any center.
Bachelor's degree or comparable work experience required.
1+ years of call center customer service required.
Strong Microsoft Excel skills required (e.g. competent knowledge of pivot tables/slicers)
Prior experience in scheduling/forecasting a plus.
Good attendance history
Team player, with flexibility to work independently or as part of a group.
Excellent communication skills
Excellent analytical, organizational, and multi-tasking skills.
Confident computer skills
Ability to support/interact with various levels throughout the business
Protective Life Corporation