Senior WFM Planning Analyst
Workforce ManagementSenior Business Analyst
Workforce Management (WFM) Senior Business Analysts supervise the operational and fiscal activities of the Workforce Management department for a single small account or a standalone program within a larger Parent Client organization.
They ensure accuracy of billing processes and procedures for the program. WFM Senior Business Analysts identify and report on account profitability opportunities and recommend strategies to improve processes.
They maintain focus on operational effectiveness of the Program, across all centers and ensure that program requirements, service levels, and expectations are met.
WFM Senior Business Analysts are held accountable for schedule adherence, service level, and absenteeism. They forecast and prepare for call volume, as well as monitor and report on in chair occupancy, average call handle time and other components of the overall work flow.
They assist in the development and leadership of the WFM team. WFM Senior Business Analysts work daily to improve processes and performance that enhance bottom line results.
create and implements process improvements. Manage the staff in accordance with company policies, procedures, and client service level metrics and expectations.
WFM Senior Business Analysts adhere to TeleTech key performance objectives, indicators, metrics, and ratios ensuring maximum team performance.
Create and maintain a positive work environment.
Key Performance Objectives
1. Achieve 100% accuracy and timeliness of delivery requirements. WFM Senior Business Analysts have daily, weekly, and monthly tasks that must be met on time.
They analyze call volumes, call patterns, call trends, and staff productivity for assigned LOB; use the information to build, coordinate, and accurately maintain employee schedules.
WFM Senior Business Analysts facilitate scheduling strategies and initiatives to enable the business to achieve its objectives.
They work with multiple data sets to ensure complete and accurate data. Understand the key business objectives, timeframes, and requirements associated with each workforce management goal.
WFM Senior Business Analysts are expected to report daily center metrics on all projects, teams and associates performance to business partners.
Strategic thinking, project management, results orientation, business acumen, enthusiasm)
2. Learn key business objectives, timeframes, and requirements associated with each Workforce Management reporting and analytical goal and task.
WFM Senior Business Analysts understand the client’s business requirements and business process management, and then translate them to particular WFM software requirements.
They need to have high level of knowledge of TeleTech’s and client’s practices, policies, and requirements and having a thorough understanding of WFM systems and tools that are used to extract data, run reports and be able to do analysis to drive associates performance.
WFM Senior Business Analysts generate and analyze daily, weekly, and monthly reports and provide data and recommendations to leaders by established deadlines.
Attention to detail and process, follow-through, technical knowledge, ability to learn, analysis)
3. Improve the key success metrics associated with workforce management goals. These include :
In-chair occupancy (IOCC %) and phone occupancy (POCC %) management
Achieve client service level objectives
Ensure ongoing and clear communication between operations and client teams
Manage staff to volumes and adjust accordingly
WFM Senior Business Analysts gather information, analyze data, observe the WFM process, and lead the effort to consistently improve each workforce process and performance. This includes
challenging every aspect of the processes. Recommended changes must be monitored and
measured to ensure bottom-line impact to the process. (Data analysis, customer focus, ROI
calculations, persuasion, problem solving, strategic thinking, achievement motivation)
4. Deliver consistent high quality customer service. WFM Senior Business Analysts respond to all
customer (internal / external) requests within the established time frames. They correspond with
employees; adjust schedules where appropriate; communicate daily with Managers and Team
Leads regarding schedules; this includes but is not limited to discussing scheduling shortages,
shift changes, and soliciting overtime to fill scheduling shortfalls. Maintain a positive, respectful
and caring attitude when working with others. Communicate problems clearly and reassure
customers that issues will be resolved quickly and deliver with minimum long term impact.
Proactively share all issues with management. Take personal responsibility for solving and
finding solutions. (Customer focus, friendly, helpful, accountability, diplomacy,
5. Escalate department issues as appropriate. WFM Senior Business Analysts need to adapt quickly to any changes in the process.
Be able to troubleshoot issues, analyze data to uncover and report issues that might impact data and metrics. Understand the requirements for each task while strictly adhering to TeleTech’s policies.
Clearly identify reporting or analysis related issues
including the scope of the problem and relative urgency. Provide clear documentation of the
issue to the appropriate team. Answer questions and assist in isolating the root cause of
problems. Participate in testing solutions to ensure problems have been resolved. (Analysis,
problem solving, judgment, communication, system troubleshooting)
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