Workforce Management Analyst

The Workforce Management Analyst is responsible for analyzing call volume trends, preparing forecasts, and providing scheduling recommendations for Charter contact centers. 

• →Actively and consistently support all efforts to simplify and enhance the customer experience
• →Develop and maintain a comprehensive forecasting and scheduling model, using Workforce Management tools to forecast call volume, create staffing requirements and generate work schedules for contact centers.
• →Guide and manage indirect reporting relationships with a local Workforce Supervisors and Scheduling Administrators.
• →Determine yearly, monthly, daily and intra-day workforce requirements by gathering data on contact center statistics, marketing campaigns, system events, etc.
• →Coordinate and facilitate collaboration with customer care leadership, marketing, technical operations, human resources, finance, information technology, outsource partners and others to capture forecast and staff impacting activities.
• →Manage forecast results by provide feedback, input and reporting to business partners to develop more scientific and accurate forecasting methodology.
• →Align call demand with agent supply to achieve key performance objectives (service level, utilization, budgeting, etc.).
• →Provide long-term forecasts to management and product owners in support of future strategic initiatives.
• →Conduct workforce simulations to provide advice regarding the impact of business strategies within contact centers.
• →Perform other duties as requested by supervisor.

Required Skills/Abilities and Knowledge

• Ability to read, write, speak and understand English
• Demonstrated knowledge of Microsoft Excel
• Demonstrated knowledge of Microsoft Access
• Ability to analyze and interpret data
• Ability to communicate orally and in writing in a clear and straightforward manner
• Ability to communicate with all levels of management and company personnel
• Ability to handle multiple projects and tasks
• Ability to maintain confidentiality
• Ability to supervise and motivate others
• Ability to make decisions and solve problems while working under pressure
• Ability to prioritize and organize effectively
• Ability to show judgment and initiative and to accomplish job duties
• Ability to use personal computer and software applications (i.e. word processing, spreadsheet, etc.)
• Ability to work independently
• Ability to work with others to resolve problems, handle requests or situations
• Knowledge of cable television products and services
• Knowledge of Aspect eWorkforce Management or similar application (IEX, Blue Pumpkin, etc.)
• Knowledge of database applications (SQL, Oracle, Access, etc.)

• Bachelor´s degree in statistics, business, related field, or equivalent experience

• Workforce management scheduling and forecasting software - 2
• Inbound contact center experience - 2