Adecco Creative & Marketing is partnering with a large luxury goods company to find a Workforce Management Analyst in Grand Prairie, TX. The Workforce Management Analyst generates and delivers optimized schedules for team members within the CRC by leveraging Workforce Management technology. The Analyst will be responsible for monitoring intra-day performance and entering schedule adjustments to ensure the leadership team accurately assesses staffing requirements.
Salary Range $60k-$65k/yr + competitive benefits | Hybrid role in Grand Prairie, TX (Must be able to commute 3 days per week)
Key Responsibilities:

Monitor and manage real-time staff allocation across multiple contact channels to ensure optimized service levels

Manage skilling of agents across contact channels, and support real-time skill changes

Oversee the assignment of Ambassador's schedules to include organizing and documenting current assignments, any schedule exceptions, and completing corresponding updates in the workforce management tool.

Work with CRC leaders to build staffing requirement strategies that account for growth, seasonal variations, and special events affecting call volumes.

Creates schedules that ensure achievement of service levels, revenue goals, operating and budget parameters that maintain fair scheduling practices that meet business and employee needs.

Respond to Ambassadors and contact center leadership inquiries within SLA parameters.

Subject matter expert for the workforce management tool

Operational Support:

Analyzes, develops, and reports weekly/daily/hourly forecasts and variance reporting.

Collects, manipulates, and analyzes historical call volumes for multiple Maisons in order to achieve optimal volume forecasting.

Analyzes historical and seasonal trends to propose pro-active operational strategies including FTE requirements and skillset needs.

Provides analysis and recommendations that improve service and staffing levels in accordance with portfolio growth to executive management.

Verifies staff adherence to schedules, and report planned versus actual staffing data, while working with leadership to improve agent productivity.

Develops, maintains WFM reporting through the workforce management tool and BI, that includes call volume trends, long term and short term forecasting results, staffing summaries, adherence achievements, and presents to executive management on a monthly and quarterly basis.

Administers call queues within the WFM system, immediately reporting queue issues to all stakeholders, and assists with troubleshooting.

As necessary, performs other job related duties.

IT Liaison:

Collaborate with Local and Central IT to resolve any discrepancies and/or to better understand new reporting functionalities.

Act as the Client Relations Center liaison to the IT department for facilitation of system changes and configuration related to reporting.

Qualifications:

Minimum a Bachelor's degree required

3+ years experience as a workforce management specialist

Experience with scheduling in a client relations center environment is a plus.

Familiarity with COPC Practice and COPC certification a huge plus

Must have excellent communication skills and ability to effectively communicate with many different accents

Technical Skills/Abilities:

Advance Working knowledge of workforce management software (i.e.: NICE, Calabrio, Verint, IEX, etc.)

Knowledge of Microsoft Office Product Suite (Word, Excel, PowerPoint, Outlook) - advanced skills in Excel are required.

Knowledge of Salesforce and any Business Intelligence tool ( Power BI, Tableau, SAC) is a plus

Personal Skills:

Proven ability to work in a fast-paced changing environment.

Positive attitude and high resilience.

High-level accuracy with excellent attention to detail.

Excellent writing, verbal, and analytical communications skill.

Equal Opportunity Employer/Veterans/Disabled

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The Company will consider qualified applicants with arrest and conviction records