Workforce Management & Analytics Specialist – Contact Center Operations

THIS IS A LONG TERM CONTRACT POSITION WITH ONE OF THE LARGEST, GLOBAL, TECHNOLOGY LEADER .

We are looking for a Workforce Planning Analyst to join its Client Services team. This role is responsible for planning complex global workforce management scheduling and real time monitoring of customer inquiries through an incoming request queue. In addition, this key role is responsible for analyzing and leveraging historical trends and projections to make recommendations on resource allocations and proactively identifying service gaps. The resource will be required to collaborate with a variety of stakeholders internally and externally.

Our ideal candidate gathers, analyzes and manages the most critical information needed to successfully run a client support center by monitoring and refining our data and key performance indicators to meet our customer service level agreements. We are looking for a person with strong logical mindset, project management skills and an investigative approach to identify opportunities for improvement.

Minimum Qualifications :

Strong analytical, mathematical and problem-solving skills. Proven experience analyzing, interpreting and summarizing complex data as it relates to contact center performance

Experience with Salesforce.com

Ability to create, prepare and present reports accurately within the time frame specified.

Extensive experience using Microsoft Excel, to include some advanced functions, such as pivot tables and graphs.

Ability and willingness to work as necessary including after hours and weekends when needed.

Excellent written and verbal English communication skills

Experience working globally with multi-cultural and multi-skilled teams

Ability to adapt in a fast pace environment

High attention to detail and excellent analytical skills

Desirable Qualifications :

Working knowledge of PowerBI, Qlik or Looker

Experience in Forecasting & Staffing process in call / contact center operations

Experience with Workforce Management software

Understanding of Customer satisfaction concepts and metrics including Net Promoter Score (NPS), Customer Effort Score, Customer Satisfaction (CSAT)

Knowledge of SQL, JAVA, or other programming languages.

Responsibilities

Drives daily queue management activities focused on, but not limited to, case management and assignment, call back requests, OnDesk review and ad-hoc case work.

Creates and maintains global and local staffing schedules by driving queue management best practice initiatives globally.

Analyzes and manage contact volume patterns by (but not limited to) product, language, workstream, time zone and agents’ skill set in all CS systems.

Monitor productivity metrics and schedules to ensure adequate staffing in coordination with training, meetings, breaks / meals, and shrinkage as needed.

Utilizes workforce management software to forecast and act on scheduling needs and staff requirements.

Prepares and communicates daily and weekly schedules based on established call volume forecasts and available staffing; coordinates employees schedule change requests and scheduling of time-off in coordination with global CS stakeholders.

Works with the WF Manager and other stakeholders to develop forecasting models to predict incoming volume across all modalities.

Collaborate with peers and global leadership to identify opportunities for improvement for resource utilization, as well as drive consistent best practices for scheduling, live support adherence, case hygiene and case handling guidelines and real-time management.

Communicates explanations of operating results against targets, identifying drivers of variance and recommending process improvements to address them to a varied audience, from the broader CS teams to senior leadership and C level management.

Develop contingency plans, direct activities during problem resolution efforts and participate in post-resolution analysis or projects that impact incoming volumes to Client Services

Collaborate with CS key stakeholders to drive improvements in workforce management-related projects, such as staff management, volume forecast, work-item routing, skills management, tools, processes, quality and UX / CX

Oversees the creation of ad hoc reporting as necessary to meet tight deadlines and customer / compliance / HR requests.

Creates a positive, fair and consistent work environment that fosters successful team performance.

Drives Zero backlog initiatives, automation projects and apply a continuous improvement mentality to the day to day job.

Our large, Fortune Technology client is ranked as one of the best companies to work with, in the world. As a global leader in 3D design, engineering, and entertainment software, they foster progressive culture, creativity, and a flexible work environment. They use cutting-edge technologies to keep themselves ahead of the curve. Diversity in all aspects is respected. Integrity, experience, honesty, people, humanity, and passion for excellence are some other adjectives that define this global technology leader.