Workforce Management Scheduling Analyst, Call Center

Asea Pleasant Grove , UT 84062

Posted 2 months ago

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.

SUMMARY:

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.

RESPONSIBILITIES:

  • 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.

QUALIFICATIONS:

  • 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.

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Workforce Management Scheduling Analyst, Call Center

Asea