About this role
Job title: Workforce Optimization Analyst
About the Role The Workforce Optimization Analyst, reporting to the Sr Manager of Workforce Optimization at Endeavor Health, will optimize the call center's staffing, forecasting, and performance analytics to balance resources with demand, minimize wait times, and maximize agent productivity.
What You'll Do
- Forecast Call Volumes and Staffing Needs: Analyze historical data and trends to forecast future call volumes, handling times, and customer demand across various shifts and channels; develop long-term and short-term staffing forecasts.
- Develop and Maintain Staffing Models: Create dynamic staffing models that account for varying workloads, agent availability, and SLAs; adjust forecasts for changes in operations or unplanned events.
- Generate Real-Time and Intraday Adjustments: Monitor real-time call volumes and agent activity to make immediate scheduling adjustments; recommend overtime or additional shifts for spikes.
- Scheduling and Capacity Management: Create and maintain agent schedules that balance business needs with agent preferences; ensure coverage during peak hours and minimize underutilization.
- Monitor and Adjust Schedule Adherence: Track adherence (logins, breaks, shift times); collaborate with supervisors to correct issues.
- Administer Time-Off Requests and Shift Swaps: Manage requests to minimize service disruptions and ensure policy compliance in staffing forecasts.
- Performance Monitoring and Analysis: Analyze metrics such as service level, AHT, occupancy, and CSAT; conduct trend analysis to drive improvements.
- Generate Workforce Performance Reports: Produce reports summarizing staffing efficiency, productivity, service levels, and KPI compliance; present to management.
- Monitor KPIs: Track FCR, ASA, SLA adherence; identify gaps between forecasted and actual performance and recommend corrective actions.
- Workforce Optimization Tools and Systems: Utilize WFM tools to automate forecasting and scheduling; keep data accurate and up to date.
- Implement Automation and Efficiency Solutions: Explore and apply technologies/processes to enhance efficiency; collaborate with IT/vendors to optimize systems.
- Provide WFM System Training and Support: Train supervisors and team leads on WFM dashboards and reporting; offer ongoing support.
- Perform other duties as assigned
What We're Looking For
- Associates Degree Preferred
- 2 Years Call Center Workforce Management experience required
- Experience in contact center workforce management and analysis programs
- Exceptional written and verbal communication skills
- A strong understanding of the contact center environment and the role workforce management plays
Compensation & Benefits
- Salary range: $24.86 - $37.29 per hour (USD)
- Sign-on bonus: N/A