About The Role
We are seeking a highly motivated Workforce Management (WFM) Analyst to join our team and play a key role in driving successful implementation and adoption of the CalabrioOne WFO Platform to meet the specific needs of our Sales function. You will play a pivotal role in transforming our WFM Sales operations through the strategic implementation of CalabrioOne. If you are a data-driven problem solver with a passion for process optimization and a deep understanding of CalabrioOne, we encourage you to apply!
What You’ll Do:
- Possess in-depth knowledge of CalabrioOne WFO functionalities, including forecasting, scheduling, adherence, reporting, and analytics.
- Analyze and document existing WFM sales processes, identifying limitations and inefficiencies. Leverage CalabrioOne's capabilities to re-engineer workflows and drive significant improvements.
- Utilize CalabrioOne's reporting tools to generate insightful reports that track key metrics and identify opportunities for further optimization.
- Be a passionate advocate for change, effectively communicating the benefits of CalabrioOne to WFM Sales personnel and fostering user adoption.
- Prepares, updates, and builds reports to present staffing and scheduling views to the Operations team and business leaders
- Assists partners by providing value-added agent performance detail, such as AHT, shrinkage, and adherence trends
- Meets with business to discuss ways to ensure best-fit staffing on a long-term and short-term basis
- Analyzes and collects historical trend data to determine future performance for various forecasting assumptions (volume, AHT, shrinkage, occupancy, etc.)
- Loads and updates monthly/weekly/daily/interval-level forecasts into WFM system
- Generates staffing requirements based on forecast projections
- Reviews and approves time off requests
- Builds schedules (new hire and shift bid) that align with business needs, and analyzes existing schedules to determine opportunities for adjustments
- Programs schedule activities in WFM/WFO system, and adjusts schedules ad-hoc based on expected over/under-staffing and real-time events; makes recommendations and partners with operations on opportune times to schedule agent and contact center event.
Job Requirements and Qualifications:
- Minimum 2+ years of experience as a Workforce Management Analyst or similar role.
- Proven experience with CalabrioOne WFO Platform, including configuration, customization and reporting required.
- Strong analytical and problem-solving skills with the ability to identify and implement process improvements.
- Strong understanding of contact center operations, forecasting, scheduling, and adherence concepts.
- Excellent communication and interpersonal skills, with the ability to influence and motivate others.
- Experience developing and delivering training materials.
- 3+ years in a contact center environment (required)
- 2+ years in a Workforce Management (WFM) specialty role and hands-on experience with Calabrio is required Community WFM and WFO systems (preferred) or alternatives (Aspect eWFM, NICE IEX, impact360)
- Proficiency with Microsoft Excel to include making charts, data manipulation, and pivot tables
- Organizes workday proactively with little oversight
- Communicates effectively and confidently, offering clear and concise explanations to business partners
- Investigates and problem-solves in advance, with equal focus on current concerns as well as foresight into future issues that may arise
- Proven effectiveness in decision-making and consultative analysis