General responsibilities: The Workforce Management Analyst is responsible for the daily efforts to provide a great customer and employee experience by effectively delivering real-time (intra-day) management with the purpose of optimizing resources to achieve business objectives. Key functional responsibility includes the ability to demonstrate a strong understanding of how planning/forecasting staffing requirements translate to the creation of optimal schedules and real-time (intra-day) management to support multi-department contact center operations. The ability to create forecasting and scheduling to that forecast is crucial. This position requires some evening and weekend availability as business needs arise.
Specific responsibilities:

• Provide real-time monitoring via available tools (Verint Real-Time Adherence, Avaya CMS Supervisor, T3, 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 a multi-site operation
• Maintain constant communication with Operations teams to coordinate needed staffing adjustments based on current and forecasted results
• Prepare the working schedule base on volume forecasts on a daily, weekly, monthly and annual basis for multi-site operation
• Prepare the daily/weekly/monthly operation report
• Support other Manager/Supervisor/Team Leader/QA prepare the template report in need
• Generates and evaluates staffing schedules, and ensures data updates into scheduling system. Generates short and long-term staffing models and provides recommendations based on analysis
• Compares results to forecast and identify opportunities for improvement
• Provide daily/intra-day performance reports to leadership
• Other related duties as assigned