Strategic Staffing Specialist

Effective workforce management is a crucial aspect of delivering exceptional customer service. As a Workforce Management Analyst, you will play a pivotal role in analyzing historical data and current trends to predict near-future staffing needs.

Your primary focus will be on daily or weekly timeframes, monitoring call volume, average handle time, and other relevant metrics to generate accurate short-term forecasts.

• This involves leveraging strong analytical skills, proficiency in data analysis techniques, and experience with workforce management software and forecasting tools to drive business outcomes.
• Data analysis entails regularly reviewing historical call volume data, stakeholder behavior patterns, and other relevant metrics to identify trends and patterns for accurate forecasting.
• You will create and maintain short-term forecasting models using WFM software, adjusting parameters based on current trends and seasonal fluctuations to ensure optimal resource allocation.
• Intraday adjustments require monitoring real-time call volume and service levels, making necessary adjustments to staffing schedules as needed throughout the day to maintain efficiency.
• Effective communication and collaboration are essential, requiring updates to operational teams to ensure proper staffing levels are maintained and that service level agreements are met.
• Performance reporting includes generating reports on forecasting accuracy, identifying areas for improvement, and proposing adjustments to optimize business performance.

This role requires adaptability, strong analytical skills, and excellent communication and collaboration skills to work effectively under pressure and meet changing demands.