The Workforce Management Analyst II will be an integral part of the workforce leadership group and will help drive the establishment of a mature workforce management operating model across the organization.
This role will proactively collaborate with the Quality, Metrics and Workforce Management leaders in developing strategies and implementing solutions to promote operational effectiveness across RELX.
S / he will assist in managing the day to day activities of the Workforce Management Team as well as develop strategies to ensure service level delivery targets are consistently exceeded.
S / he will advocate and drive the establishment of a solid business relationship between Workforce Management Team and Operations Team.
S / he will play a critical role in driving the successful establishment of centralized workforce management unit in REPH supporting various business units across the organization.
S / he will proactively partner with Operations Leaders to initiate and fully expand workforce management support to their teams.
S / he will be responsible for developing and maintaining workload and staffing forecasts for multiple skills and channels, analysis tools and reports, and weekly to interval-
level staffing requirements for scheduling analysts and operations leaders.
S / he will present forecasts and recommend staffing plans to management to ensure optimal service levels are met. S / he will work closely with key stakeholders and operations leaders to adjust forecasts and staffing plans in response to new factors or trends affecting staffing needs.
S / he will provide timely, accurate and actionable 12-month rolling multi-channel contact forecasts for multiple business units, including multiple geographies, which allow the business to staff the correct number of agents at the correct interval in order to meet service level objectives.
S / he may serve as a coach and mentor to other Workforce Management Analysts I. S / he will help ensure the professional development of each Workforce Management Analyst I and provide valuable insights that will result to the advancement of the Workforce Management Team.
S / he will actively participate in all Quality, Metrics and Workforce Management Leadership meetings and work together with the leaders in creating solutions and strategies that will drive operational effectiveness across the organization as well as promote outstanding EOS result for the department.
Take the lead in executing complex analysis that will improve forecast accuracy, schedule efficiency, and operational effectiveness.
Lead in modeling out various scenarios for Operations Leaders that provide actionable insights for REPH.
Directly responsible for the accuracy of WFM volume forecasts, schedules, schedule models and schedule forecasts for operations, which enable the ability to staff the correct number of employees at the correct time in order to meet customer demand and service level objectives.
Develop and execute action plans working alongside Operations Teams to proactively identify priorities and develop insights to maintain business results, improve customer satisfaction, maximize workforce efficiency, and improve operational and financial performance.
Drive innovative impact with a customer driven mindset that leads to operational excellence; continuously assess and redesign processes that are repeatable, sustainable, and scalable to ensure customer requirements are met;
accountable for development, maintenance and continuous improvement of all workforce management processes; implements and embeds lean principles and tools.
Responsible for daily management of service levels and other relevant key metrics of Operations Teams.
Advocate and encourage the Quality, Metrics and Workforce Management department to support and actively participate in all employee engagement and corporate social activities.
Manages staff scheduling (i.e., shifts, training, vacation, meeting, overtime, off-line work, exceptions, etc.) to ensure that daily service level and ASA objectives are met.
Monitors multiple increments and daily call volume, AHT and staffing requirements to ensure call volume is in compliance to forecast.
Monitors Real Time adherence, call statistics to ensure on / off phone activity is managed efficiently throughout the day.
Provide real-time monitoring via available tools (Verint Real-Time Adherence, Avaya CMS Supervisor, etc.) and workforce management techniques to make intra-
day adjustments in an effort to maximize resource efficiency and achieve service level goals / business objectives.
Perform continual analysis of current performance (noting recent historical trends) and conduct real-time re-forecasting to make necessary adjustments in staffing plans and coordinate with Operations teams to achieve service level goals / business objectives for multi-site operation.
Maintain constant communication with Operations teams to coordinate needed staffing adjustments based on current and forecasted results.
Produces call volume forecasts on a daily, weekly, monthly and annual basis for multi-site operation.
Analyze key metrics and trends in a timely manner and recommend steps to improve the efficiency and effectiveness of the organization.
Generate and evaluate staffing schedules, and ensures data updates into scheduling system. Generate short and long-term staffing models and provide recommendations based on analysis.
Generate and communicate off phone activity reports, staffing issues, performance measures and call statistics.
Demonstrate professional behavior, team work, punctual, dependable, and adheres to company policies & procedures.
Assist in the development of business operating models to align processes to operational strategies and key initiatives.
Work to improve insight and best practice benchmarking across the organization.
Deliver analytics and proactive insights into key global metrics trends to support data driven decisions that are in best interest of our customers and our business.
Coach, mentor and facilitate sharing of best practices with REPH and Local WFM SME resources.
Identify and implement opportunities to leverage Tableau to automate reports; thought leaders around emerging metrics reporting capabilities.
Perform other tasks / projects assigned by the immediate superior.
Must possess at least a Bachelor's / College Degree, any field.
Must have at least 1 year of working experience as Workforce Management Analyst I in REPH is required for this position.
Complete understanding of overall customer support operational activities including phone, email, chat, community and social media support.
Ability to perform forecasting, capacity planning and scheduling in a contact center operations is a must.
Working knowledge of Avaya CMS and other contact center tools. Highly experienced with WFM software (specifically Verint) that includes real-
time adherence is required.
Strong familiarity with the BPO or Shared Services industry as well as its key operational metrics, targets, best practices, benchmarks, etc.
Strong interpersonal skills and can easily build and sustain trust-based relationships with all levels of the organization.
Demonstrated ability to work / communicate with all levels of management.
Good communicator and strong presentation skills.
Strong analytical, quantitative and deductive reasoning skills.
Demonstrated experience defining and / or creating reporting for operations, performance or risk.
Ability to think critically; looks beyond symptoms to identify causes of problems and potential trends.
Ability to work with management teams to translate high-level business plans into action steps and reporting solutions.
Demonstrate solid leadership skills in building enterprise value as an indispensable business partner.
Highly proficient in Microsoft Word, Excel and PowerPoint.
Process mapping, work flow development and process documentation experience desirable.
Lean, Six Sigma, COPC knowledge and / or demonstrated process improvement expertise a plus.
Willing and able to work on a flexible shift to meet business needs.