Workforce Management Analyst III
3d ago
  • The Workforce Management Analyst III is responsible for taking the lead in executing analysis to improve short-term forecast accuracy, with additional expertise on long-term forecasting.
  • Forecast demand, allocations and requirements up to 3 years in advance.

  • Facilitate monthly meetings to discuss trends, projections, and to create a plan of action to meet contact center metrics.
  • Develop and customize manual forecasting spreadsheets to be used with the WFM software in producing long-term forecasts.
  • Capture, store, and report statistics and offer solutions to stakeholders.
  • Complete root cause analysis to determine and quantify reasons for short- and long-term forecast variance and recommends changes to enhance forecast accuracy and effectiveness.
  • Partner with other teams to understand the key drivers for volume and AHT and incorporate into forecasting and planning.
  • Identify and research service level risks for problem resolution and management notification.
  • Communicate necessary adjustments of workforce requirements based on changing the forecast and re-forecasting when necessary.
  • Maximize efficiency of resources for all impacted departments and by offering staffing solutions to provide adequate coverage.
  • Build relationships with internal customer groups, various levels of management, and multiple functions and groups to understand the key drivers and incorporate into forecasting and planning.
  • Assist with New Hire Training, and complete adhoc reporting requests.
  • Identify and recommend process improvement opportunities to improve productivity, performance and customer satisfaction.
  • Serve as back-up for real-time management, scheduling, and short-term forecasting responsibilities.
  • Coach, mentor and facilitate sharing of best practices with peers and WFM SME resources as necessary.
  • Demonstrate professional behavior, teamwork, punctuality, dependability, and adherence to company policies & procedures.
  • Perform other tasks / projects assigned by the immediate superior.
  • Qualifications :

  • Must possess at least a Bachelor's / College Degree, any field (preferably with a strong background in Statistics, Mathematics and / or Data Analytics)
  • Previous experience in a telephonic, helpdesk, or personal customer contact position is preferred
  • At least 5 years combined experience in real-time management, scheduling, and forecasting in a contact center operations
  • Able to build capacity plans and staffing models from scratch
  • LexisNexis, a division of RELX Group, is an equal opportunity employer : qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.

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