Remote – Workforce Support Analyst Job 2024 Full Time

• Forecasting:
  • Own and communicate the global staff planning plan across multiple vendor relationships by developing short-term volume and headcount forecasts, incorporating seasonality adjustments.
  • Leverage cross-company data to produce contact volume forecasts for various lines of business and workgroups, forming the basis for accurate interval headcount plans.
  • Continuously update forecasting models to maintain high accuracy as the business evolves.
  • Project manage changes to the forecast with proactive insight of key business metrics in a timely manner to ensure successful execution, completion and enhance performance.
  • Ownership of WFM system to ensure assumptions are correct and being delivered to vendors
• Workforce/Staff Planning:
  • Define short-term strategies and address immediate workforce needs using volume forecasts to create interval-level staff plans.
  • Coordinate with field workforce teams and Operations counterparts to ensure required headcount is delivered.
  • Monitor upcoming periods for staffing gaps and proactively engage stakeholders to fill open slots before production weeks start.
  • Collaborate closely with external partners for comprehensive call analysis.
  • Monitor vendor adherence to staffing expectations and collaborate with vendors to provide feedback.
• Expense Management:
  • Review Statements of Work (SOWs) and ensure invoice accuracy as part of the financial workflow.
  • Ensure the application of all appropriate discounts and incentives.
• Trend Analysis and Reporting:
  • Prepare and present timely and accurate reports to key stakeholders, including internal departments and external partners.
  • Extensive experience working with multiple data sources and combining relevant information to generate insights and present action plans based on findings.
  • Produce and review monthly reports with stakeholders to keep all parties informed about future business performance.
• Operational Excellence:
  • Cultivate close working relationships with peers in the Operations Team to support day-to-day business operations and produce accurate volume and headcount forecasts.
  • Identify and implement key metrics to measure the success of the overall Workforce Management (WFM) operation, including forecasting, planning, real-time adherence (RTA), and budgeting.

• Education: Bachelor’s degree preferred; Master’s degree is a plus.
• Experience: Minimum of 10+ years in a forecasting/planning WFM role, handling multiple communication channels (phone, chat, social, email, etc.) across multiple operational sites.
• Skills:
  • Proven ability to manage multiple projects and meet deadlines.
  • Effective communication skills at all levels, both internally and externally.
  • Expertise in real-time adherence (RTA) management.
  • Proficiency with enterprise WFM systems (e.g., Avaya, Aspect, Twilio) in forecasting, planning, RTA, and scheduling functions.
  • Solid understanding of contact center operations and/or management.
  • Hands-on experience with contact center workflow and phone queue management.
  • Strong analytical skills resulting in sound decisions, solutions, and recommendations.
  • Excellent customer service, follow-up, and organizational skills.
  • Stay updated with industry standards, monitor best practices, and implement changes as necessary.

Regular

The targeted base salary for this position is $61,700 to $94,200 per year. The final compensation will be determined by a number of factors such as qualifications, expertise, and the candidate’s geographical location.