The Workforce Management Senior Analyst has experience within WFM and has a solid understanding of various WFM functional areas such as real time service level management and strategic agent scheduling.
The Senior Analyst is an elevated role within WFM and will utilize their WFM expertise and knowledge to assist the Real-
Time and Scheduling Team in meeting goals and will act as the project lead for all WFM related projects. In addition, the WFM Sr.
Analyst will be back up support to the WFM team providing coverage for the team in the absence of the WFM Supervisor.
Duties and Responsibilities
Encompass Sections by WFM :
Maintain an expert level understanding of real-time management, scheduling, and tactical forecasting. Uphold the standards of communication and processes daily through all WFM needs.
Direct real time management of program’s metrics throughout the day and isolate reasons if goals are not met. Programs and daily procedures knowledge must be up to date.
Provide guidance and support on WFM applications and processes through continuously identifying and developing support for all channel management to goals.
Ensure the integrity of Real-Time and Scheduling WFM data, processes, and communication.
Work alongside program’s Operations to strategize daily plans to meet interval, daily, and monthly goals. Provide communication through daily operations meetings and ongoing collaboration to pass on to the Planning Analysts.
Have a high and in-depth understanding of the holist WFM Program lifecycle and be able to assess the impacts of Real-Time and Scheduling actions.
Provide support for the Real-Time and Scheduling Team and act as a Point of Contact in the absence of the WFM Supervisor.
WFM Project Lead
Act as WFM PoC for all company projects or initiatives that impact WFM processes.
Coordinate all aspects of business launches or initiatives, either for new or existing programs. This can include a blending with a current team or a complete project launch.
Coordinates deadlines for timely execution of WFM functions.
Collaborate with WFM team members and partner organizations to determine WFM related tasks and timelines.
Create and maintain project schedules, track progress to established timelines, and escalate issues and risks as necessary.
Report on project status items and overall completion with risks and achievements regularly.
Work Environment and Personal Development
Create a positive work environment that fosters successful team performance and leadership.
Promote a professional, accountable, and supportive environment along with the WFM Supervisor.
Build skill sets and continue to develop proficiency of the department’s systems and applications ensuring Percepta remains on the cutting edge of Workforce Management within the industry that will facilitate the growth of yourself and Percepta within the industry.
Resolve conflicts with sensitivity, tact and fairness. Create a consistent environment and foster positive morale.
Ability to interface with all levels of management including Executives within Percepta and Ford.
Represent Percepta in a professional manner, both internally as well as with outside organizations.
Other related duties as assigned.
2 year college degree or work equivalent required.
Minimum 2 years’ in Workforce Management with experience in real time service level management and agent scheduling.
Medium to advanced user of MS Excel and working experience in other Windows based programs (Word, PowerPoint, etc.).
Ability to organize / analyze data in a structured manner using the information to build automated tools to access the data on a periodic basis.
2 years’ experience with WFM software (Verint / Blue Pumpkin, IEX, eWFM, etc.) preferred.
Customer Focus : must demonstrate competency in dealing with all levels of employees / management and building strong relationships with teams and all organizational customers.
Functional / Technical Skills : must possess strong quantitative, analytical and technical aptitude skills
Drive for Results : must possess the ability to work under pressure, meet deadlines and be accountable for performance.
Time Management : must be able to multi-task, be detail oriented and demonstrate strong organizational skills.
Interpersonal Savvy : must demonstrate excellent interpersonal skills with all levels of organizational customers and team members.
Written Communication : must possess the ability to effectively, accurately and concisely convey thoughts and concepts, and provide information to all organization customers.
Problem Solving : must demonstrate the proactive ability to find and define problems, understand business impact, identify solutions and provide recommendations for corrective action.
Decision Quality : must possess the ability to work independently, establish priorities and demonstrate good judgment skills.
Learning on the Fly : must be willing and able to take the initiative for learning, increasing knowledge and improving skills in a self-
directed manner to improve performance and position added-value.
Dealing with Ambiguity : ability to adapt and excel as a team player in a fast-paced and change-oriented environment.
Influential : must be able to engage and influence peers and WFM Team Members that impact the outcome of WFM projects.
Accurate : must demonstrate ongoing focus on accuracy, checking and rechecking for errors.
Must be available to work varied shifts and provide leadership support when the Supervisor is not present
This position requires a high level of professional integrity. Client and employee information must be kept confidential.