Sr. Workforce Management Analyst

Important Application Submission Information

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The Senior Workforce Management Analyst serves in a lead capacity within the Workforce Management team to provide/support workforce schedule development, schedule implementation and ensure staffing levels coincide with call center call arrival projections. This position not only supports project/process/issues at a peer to peer level, but also engages with leadership/senior leadership to resolve staffing issues and provide guidance/recommendations on staffing best practices to best utilize/manage contact center operating budgets/spend. The Senior Workforce Management Analyst understands how actions and results fit strategically across the company to drive success. This position can work independently with minimal supervision, lead workforce management tasks/projects and work effectively across the organization with call center leadership to drive staffing efficiency. Additionally, the WFM Analyst will generate reporting, analyze call trends and make staffing adjustment recommendations to management. This position also creates/facilitates/oversees shift bids and vacation bids activities/processes.

• Working directly with the Manager Workforce Planning and Scheduling, coordinate/lead key activities within their area of accountability. Work activities may include but not limited to: Schedule assessments / bids, Vacation bids, Long Term Planning efforts, Forecasting and Forecasting Processes, Key Workforce Management Projects, Processes and Process redesign, Metrics and cross work function agreements, Sponsor updates

• Manages relationships with key internal clients

• Provides support and is responsible for the timely and thorough resolution of problems and issues

• Work with the Call Center Managers to accurately analyze historical call volume, AHT and shrinkage to assist with new hire head count projections.

• Analyze and interpret past and current call volume data to determine staffing needs and create accurate schedules.

• Adjust schedules to accommodate call volume fluctuations and changing business needs.

• Works with many areas of call center operations to plan and schedule training and other offline activities. This is done in an effort to maximize utilization of call center resources and minimize impacts to customers.

• Responsible for maintaining and configuring the WFM software.This includes all assumptions used to develop schedules and views used for short term and intraday planning.

• Identify and communicate areas for continual improvement of service levels and staffing models for the contact center; recommend and initiate process improvements.Develop and provide weekly reports

• Leads short-term planning & schedule management to ensure optimal utilization of call center resources including vacation slot management, shift coverage/swaps, optimization of breaks, lunches, training and off-line time.

• Identify and communicate areas for continual improvement of service levels and staffing models for the contact center; recommend and initiate process improvements.

• Recognizes/Interprets trends and recommends operational improvements as necessary to management on long term changes

• Develop and provide weekly reports that provide insight into the trends.Analyze data and make recommendations on possible short term solutions to minimize customer impacts

• Lead Vacation and Schedule bid processes

• Coordinate EAT team assignments

• Mentor and lead Workforce Management Analysts

• Associates degree in any related field AND 3 years of related work experience

• In lieu of degree, High School/GED AND 5 years of related work experience

• Bachelor's degree

• 13+ years of experience with WFM Software (Aspect, Avaya, MyTime)

• 13+ years of experience with SharePoint & Microsoft InfoPath

• 20+ years of experience with Microsoft Office (Excel, Word, PowerPoint, etc.)

• 5+ years Power Platform Developer Experience (PowerApps, PowerBI, Power Automate)

• Knowledge of Call Center Operations

• Proficient with Aspect 7.3 and Avaya

• Demonstrated proficiency in Contact Center Workforce Management with broad knowledge/experience of contact center processes/practices and organizational requirements

• Demonstrated leadership skills

• Demonstrated knowledge of Contact Center budgets and financial drivers

• Strong working relationship with Contact Center Management

• Demonstrated proficiency with project oversight/management

• Previous call center experience or exposure to customer service telecom related environment

• Strong analytical and problem solving skills

• Working knowledge of Microsoft Office products (Word, Power Point, Excel)

• Demonstrated ability to speak and write in a clear, concise and effective manner

• Demonstrated time management and organization skills

• Ability to interpret data, identify trends, and produces solutions to complex problems

• Ability to manage multiple projects simultaneously

• Demonstrated conflict management skills

• Ability to communicate with all levels of management

• Effective interpersonal and human relation skills

• Ability to work with minimal supervision and direction

• Diversity Focus

• Safety Focus

• Virtual - Work will be performed from a remote location after the onboarding period. However, virtual employees should live within a reasonable commute to a Duke Energy facility

Travel Requirements

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