WORKFORCE MANAGEMENT SCHEDULING ANALYST
ASEA is looking for a talented and enthusiastic Workforce Management Scheduling Analyst to join our team. ASEA, a global leader in cellular health, is dedicated to providing a sustainable lifestyle by delivering high-quality health products through a direct-selling distribution model. ASEA offers first-to-market products that affect health at the genetic level. We're regularly included on Utah's Best Places to Work and have a tight knit team that work hard and play hard. Perks include working in a brand new, very cool, office space (complete with ping pong table and soda fountain) coupled with great opportunities for personal and professional growth.
The Scheduling Analyst of Workforce Management (WFM) is responsible for ensuring effective workforce planning, scheduling and real time resource management of in-center and remote advisors.
Work closely with WFM Manager and be willing and able to train leadership on metrics and give information about current scheduling needs.
Assist, and be a backup for Workforce Manager, in technical issues with inContact (WFM Software) for all on-site and remote workers.
Build and maintain employee schedules, for multiple languages, in alignment with forecasted contacts and ensure accurate adherence to department metrics.
Prepare reports including department schedule adherence, trends, forecasting and contact volumes.
Monitor contact volume for multiple teams, and make staffing recommendations based on volume, wait time, AHT, and optimal occupancy.
Be creative in assisting the management team by developing new reports to answer leadership questions regarding scheduling and forecasting.
Identify key contact volume drivers and make appropriate scheduling recommendations to maintain department service levels.
Utilize forecasting tools to ensure accurate contact volume projections.
Review contact center reports to ensure accuracy, and constancy.
Assists in administering company policy regarding time off requests, and attendance.
Ability to evaluate forecasts with actual data to ensure accuracy of forecasting.
Experience with WFM software (inContact preferably) that includes real-time adherence
Understanding of overall operational activities including inbound and outbound phone calls, and emails. Experience with chat is preferred
Must have a strong knowledge of Excel and other Windows based programs (Word, PowerPoint, etc.), and the ability to coordinate and analyze data in a structured manner.
Experience making staffing decisions is highly preferred.
Experience in performing WFM functions across multiple teams
Ability to perform forecasting in a contact center and schedule to those needs is a must
Strong attention to detail, and a willingness to help if issues arrive
Deep understanding of metrics required
Experience working with large data sets and databases
Basic experience with SQL is a plus.