Workforce Management Analyst - Online/IT/Internet

Job Description: WFM Analyst

Support the delivery of service levels, scheduling and productivity performance for the site and marketplaces he/ she is supporting by:

- Lead weekly and daily staffing review meetings with management detailing previous and current week's performance and forecast performance of remainder of current week and next week, while also identifying risks

- Forecasting and Scheduling knowledge, managed schedules for 500+ multi-site scheduling

- Reporting on incoming contact/case volumes versus plan and service level performance at regular intraday intervals. Highlight reasons for under / over performance and take actions to improve performance

- Support the production and communication of service level action plans Plan, forecast and monitor actual staffing levels against plan, taking the relevant corrective actions as required

- Create new schedule models based on forecast requirements in excel / WFM software

Ensure schedules are effectively communicated to all Seller Support associates for the site and marketplaces he/ she is supporting

- Work with Operational and Support teams to effectively plan all non-productive time

Manage proactive approval and denial of discretionary activities; such as vacations, trainings, meetings, overtime

- Ensure accurate recording and reporting of shrinkage (Sickness, VTO, Overtime and Holidays)

- Monitor compliance to intra-week and intra-day schedules and escalate any instances of non-adherence to Managers and Operations Leaders

- Specifically monitor case follow-ups, lobby sizes & unanswered cases

- Monitor associate productivity and escalate any areas for development or recognition to Managers and Leads

- Performing administrative updates on Aspect / WFM tools

- Supporting the training and coaching of colleagues in Real-time workflow as required

Develop strong relationships with leadership at global Seller Support sites driving effective network capacity management & sharing best practice

- Work closely with associates and team managers to pro-actively identify - hot spots- and take appropriate actions to minimize any impacts

- Track, analyze and report historical volumes, arrival patterns, HC, shrinkage etc and offer suggestions regarding areas of improvement

- Manage employee information changes and headcount reconciliation

- Lead weekly and daily staffing review meetings with management detailing previous and current week's performance and forecast performance of remainder of current week and next week, while also identifying risks

Basic Qualifications

- Candidate should have experience in scheduling and reporting using Aspect tool

- Strong understanding of contact center dynamics and technology

- 4 + years in workforce planning

- Demonstrated effective time management skills

- Strong numeric skills

- Planning and Organizing: evaluates priorities and priorities appropriately; resolves conflict and communicates intentions clearly; delivers to time and need

- Reporting skills; including MS Excel, MS Access, MS Word, combine and analyze multiple data sources preferred (strong comfort level with formatting, formulas, graphs, pivot tables, etc.)

Comfortable talking in front of a group as well as one-on-one with an individual

- Demonstrated ability to work in a cross-functional environment

- Demonstrated ability to communicate effectively in a multicultural environment

- Demonstrates effective communication and public speaking skills, composure under pressure and professional attitude

- Able to give and receive feedback effectively

- Can drive understanding (i.e., using visual aids, able to recognize when a group or individual is lost and needs more attention)

- Seller satisfaction orientation

- Creative and detail oriented and highly motivated team player

- Positive and enthusiastic work ethic

- Demonstrates resilience, drive and ownership for own personal development

Preferred Qualifications

- Excellent oral and written communication skills are required in order to provide appropriate client support and interaction.

- Works well under pressure, remaining focused and calm in the face of distractions and changing priorities.

- Ability to take independent action and remain organized under tight deadlines.

- Excellent organizational skills, detail-oriented, and the ability to multi-task.

- Strong analytical and problem solving skills