At Provalus, we are uniquely “purpose driven.” We’re elevating under-served communities by developing untapped talent in rural towns across the U.S. to deliver technology, business, and support services to our clients. We are actively seeking a full-time WFM Analyst to join our growing organization and help further our mission. This role is perfect for a current WFM Analyst with experience supporting a contact center environment and an interest in furthering their career with a rapidly growing, mission-driven organization!
Primary Responsibilities:
- The position is responsible for analyzing contact center volumes and arrival patterns to determine optimized staffing and scheduling for our teams
- Creativity to make sure correct staffing is in place and proper adjustments are made based on the clients' needs
- Aggregate forecast information into a comprehensive document to be published with senior leadership for headcount, budget, and capacity planning purposes
- Study department work, vacation and absence records (shrinkage) for on-going historical trend analysis and offer recommendations for forecasting purposes
- Validate schedules and data relevant to staffing trends and needs in adherence to assigned SLAs and KPIs
- Update related team data maintained in the workforce management software and assist Operations with any schedule or staffing information requirement
- Monitor hourly call volumes, AHT, and staffing requirements
- Monitor, track, and report agent schedule adherence and employee occurrences
- Act as cross-functional single point of contact for Workforce Management with Information Technology regarding system-related issues that impact production
- Configure and manage inbound and outbound call campaigns and other contact center features as needed
- Manage day-to-day IVR performance overall; ensuring calls are routing, recording, and flowing as expected
- Ensure the telephony platform is optimized to increase productivity while using your analytical skills to provide operational insights
- Manage telephone number assignment, station IDs, and agent skills
- Monitor and analyze call center data to identify trends, diagnose problems, optimize performance, and conduct real-time adjustments as needed
- Identify customer expectations and unmet needs to create solutions and address gaps to enhance customer experience
- Perform other related duties as may be assigned either in support of divisional/departmental goal attainment or for personal and professional training, education or development as programmed by superiors
- Relevant, solid knowledge on Call Center Metrics and Workforce Management policies and procedures (involved RTA knowledge validation thru testing and interview)
- Experience forecasting and scheduling in a call center environment
- Workforce Management experience in a call center environment is required; i.e. real-time analysis, scheduling, staffing optimization, etc
- 2+ years of WFM and related IVR (Five9 is preferred) experience in managing contact center solutions
- Broad knowledge of contact center and customer service operations
- Knowledge of computer applications, including MS Word, MS Excel, MS PowerPoint, MS Access, etc.
- Ability to work with minimal supervision with a high degree of accuracy
- High aptitude for learning new technologies
- Effective communication and interaction skills
- Adaptable to change and ability to thrive under pressure
