Welcome page Returning Candidate? Log back in! Manager Workforce Planning and Analytics Job Locations US-KY-Louisville Job ID 2024-5189 Category Customer Service/Support Overview

 

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POSITION SUMMARY:

The Manager, Workforce Planning & Analytics works to improve workforce management effectiveness by providing scheduling, forecasting, budgeting, real-time monitoring, analytical and operational improvement support to the Contact Center.  This position facilitates call center data analysis, trends, and supporting materials to lead workforce optimization and improvement efforts.  This role is responsible for maintaining and updating forecasts and schedules, analyzing and reporting on operational performance, and developing capacity plans to meet the service level expectations of our clients.  Successful candidates will also implement and optimize the usage of Workforce Management tools within a contact center environment.

Responsibilities

POSITION RESPONSIBILITIES:

Generate and maintain short, midterm, and long-term forecasts for call volume, call pattern, average handle time, staffing requirements, back-office work and other business requirements for multiple skill groups with and without the use of workforce management softwareUtilize specialized software tools to manage and determine optimal staffing requirements, staffing counts, optimal work schedules and meet multi system requirements for service level objectives, forecast staffing levels for multiple call center teams through the use if multiple channels (Inbound/Outbound Phones. Email, Text, Chat).Ensure that forecasting models evolve with the business and customer needs and all forecasts are delivered on time and in line with business projection and expectationsPerform continual daily monitoring and analysis of current performance monitoring via NICE InContact CXOne (noting recent historical trends) and conduct real-time re-forecasting to make necessary adjustments in staffing plans to achieve established SLAs and business objectivesProvide ongoing Call Center operational analysis, advance planning and scheduling while identifying and implementing changes as necessary to improve the level of quality and efficiency as measured by key business indicators (cost per call, cost per patient, service level, occupancy, etc.)Proactively communicate and collaborate with Contact Center Operations teams to achieve internal and external SLAs and to make necessary staffing Work with Senior Director, Patient Support to effectively utilize and integrate NICE InContact and Salesforce. Provide Backup to Senior Director, Patient Support for specific tasks.Drive and challenge processes and operations assumptions of how they will successfully execute their plansDevelop schedules that effectively deliver staffing levels that consistently achieve service level commitments and budgetary objectivesOversee proactive scheduling of discretionary activities such as trainings, meetings, and offline activitiesStrategically identify need for modification of current or additional call queuesProvide workforce management training assistance and introductory presentations, to all teammates to support high-quality customer contacts and improve accuracy and efficiencyBuild, maintain, and train stakeholders on usage of reporting tools and dashboards to enable self-service for internal stakeholdersAnalyze call center performance historical data to determine shrinkage, adherence and occupancy goals and optimum offline activities.Complete daily, weekly and end of month reporting on business unit performance and reporting by team in a detailed, timely and accurate manner; provide analysis and operational recommendations based on data and trendsProvide ad-hoc reports for contact center related data and analyze data making recommendations to managementMaintain data integrity by identifying, researching, and resolving data quality issues to ensure accurate reporting from all data sourcesOther related duties as assigned and balance multiple priorities with little or no direction.Identify what resources are required to implement projects and effectively use project plans to focus work and ensure deadlines are met. Qualifications

REQUIRED EDUCATION AND EXPERIENCE:

BS or BA degree or equivalent experienceMinimum of 3 to 5 years of experience in performing WFM functions (specifically real-time management, forecasting, scheduling analysis and reporting) in a contact center environmentProficient with a variety of analytical processes, tools, and approachesAbility to create accurate forecasting and scheduling in a Contact Center environment with and without WFM software i.e. use of advanced Excel spreadsheets and ERLANG models Advanced proficiency in Excel and other Windows based programs (Word, PowerPoint, etc.), and can organize/analyze data in a structured manner

 

PREFERRED EDUCATION AND EXPERIENCE:

Experience with WFM software (Verint /Blue Pumpkin, Nice, InContact CXOne, etc.) that includes real-time adherenceKnowledge and application of Cloud Based telephony and CRM systems, specifically NICE inContact and SalesforceKnowledge of SQL, Microsoft PowerBI, Tableau or DomoStrong project management skills

 

KNOWLEDGE, SKILLS & ABILITIES:

Demonstrated orientation to process improvement, customer experience and customer satisfactionDemonstrate the proactive ability to find and define problems, understand business impact, identify solutions and provide recommendations for corrective actionStrong quantitative, analytical and technical aptitude skills to produce and modify reports that provide analytical comparisons of dataSolid understanding of relational database and data management best practicesExcellent interpersonal skills, competent in dealing with all levels of employees/management and builds strong relationships with teams and all organizational customersAbility to effectively, accurately and concisely convey thoughts and concepts, information oral and written form to technical and non-technical peopleProficient time management skills, manage and engage in multiple initiatives simultaneously, be detail oriented and demonstrate strong organizational skillsAbility to work independently, establish priorities and demonstrate good judgment skillsAbility to work under pressure, adapt and excel as a team player in a fast-paced and change-oriented environmentAbility to balance multiple priorities to meet expected response deadlinesAdvanced computer skills to include Microsoft Office (Word, Excel, PowerPoint and Outlook)Willing and able to take the initiative for learning, increasing knowledge and improving skills in a self-directed manner to improve performance and position added value

 

PHYSICAL REQUIREMENTS:

Location of job activities 100% insideExtensive manual dexterity (keyboarding, mouse, phone)Use of phone for communicationNoise and/or vibrations exposureFrequently reach (overhead), handle, and feel with hands and armsSit for prolonged periods of timeOccasionally stoop, kneel, and crouchOccasionally lift, carry, and move up to 25 pounds

 

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