Principal Workforce Management Analyst
Americor
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $85,000 - $100,000 per year
Job Level
Lead
Tech Stack
SQLTableau
About the role
- Develop and maintain accurate long-term and short-term forecasts for contact volumes, handle times, and staffing requirements across multiple channels (e.g., phone, chat, email, social media).
- Analyze historical data, market trends, and business initiatives to predict future workload and staffing needs.
- Collaborate with operational leaders to align forecasts with business goals and operational strategies.
- Create and manage optimized schedules for a large workforce to ensure adequate coverage and adherence to service level targets.
- Utilize WFM software to schedule shifts, breaks, and training sessions efficiently.
- Conduct 'what-if' analysis to evaluate the impact of different scheduling scenarios on key performance indicators (KPIs).
- Monitor real-time performance of contact center agents and queues, identifying and addressing any deviations from the plan.
- Proactively manage intraday adjustments to staffing, including approving overtime or voluntary time off, to meet service level targets.
- Generate and present detailed reports on key WFM metrics, including adherence, occupancy, service levels, and forecast accuracy.
- Conduct deep-dive analysis to identify root causes of performance issues and recommend actionable solutions.
- Translate complex data into clear, concise, and compelling insights for senior leadership and stakeholders.
- Serve as a subject matter expert for all WFM-related inquiries and initiatives.
- Lead or participate in cross-functional projects aimed at improving operational efficiency and optimizing WFM processes.
- Mentor and provide guidance to junior WFM analysts, fostering their professional growth and development.
- Stay abreast of industry best practices, new technologies, and WFM trends to continuously improve our capabilities.
Requirements
- Demonstrated expertise in forecasting, scheduling, and real-time management principles.
- Advanced proficiency with WFM software suites, preferably Calabrio
- Exceptional analytical and problem-solving skills, with the ability to work with large datasets.
- Advanced skills in Microsoft Excel (e.g., pivot tables, VLOOKUP, complex formulas).
- Strong communication and presentation skills, with the ability to effectively convey complex information to diverse audiences.
- Proven ability to work independently and as part of a team in a fast-paced, dynamic environment.
- Must reside in the US and have authorization to work in the United States as specified by the USCIS Form I-9.
- Bachelor’s degree preferred, but not required.
- Minimum 5-7 years of experience in Workforce Management within a high-volume contact center environment.
- Experience with business intelligence tools (e.g., Tableau, Power BI).
- Experience with multi-channel and/or global contact center operations.
- Experience with Five9 Call Center or other automated dialer software preferred.
- Certification in a relevant field (e.g., Six Sigma, Lean) preferred.
- Knowledge of SQL or other database query languages is a plus.
Benefits
- Americor is an Equal Opportunity Employer; we prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
forecastingschedulingreal-time managementdata analysisMicrosoft ExcelSQLbusiness intelligenceWFM softwareCalabrioFive9 Call Center
Soft skills
analytical skillsproblem-solvingcommunication skillspresentation skillsteamworkindependencementoringleadershipadaptabilityinsight translation
Certifications
Six SigmaLean