Workforce Analyst  

Job Description

The WFM Analyst is responsible for real-time management of the center and/or program’s service level performance and other KPIs. This includes ensuring that agents remain in adherence to their plotted on and off phone schedules and that activities continue to occur as planned or as best as performance allows. The RTA is responsible for deploying well analyzed mitigation strategies when the following (but not limited to) are off target:

Responsibilities:

• Monitor queue and staffing status for all contact types and execute defined strategies to effectively respond with the corresponding actions to mitigate off target attainment.
• This includes, but not limited to agent re-skilling, leveraging overtime and support hours and deploying additional time offs to prevent staffing above required.
• Facilitate daily Touch Point meetings with OPS, CS and other departments to convey strategies and leverage support towards successful
• Prepare, maintain and update WFM SOP documentations as identified and requested during center downtime
• Make recommendations toward performance improvement in all of WFM Driven / managed KPIs
• Accurately document key events that impact performance as they happen

Benefits

• HMO benefits for you beginning day ONE, with an additional (1) Company-covered Dependent after 90 days
• At least 18 Days of Paid Time Off
• Mental Health counseling
• Dynamic Team Environment
• iFive is the place where you are never "just a number!"​

Requirements

• Graduate of any Bachelor's degree
• Must have at least 2 years experience
• Experience in forecasting, planning and scheduling calls/ contacts or work volumes is a plus
• Excellent English communication and analytical skills
• Proficient in MS Office applications
• Experience in MS Access Database is a plus
• Knowledge in SQL or Crystal Reports is a plus
• Proficiency with Excel, Pivot, Charts, and formulas
• Strong analytical and planning skills;
• Good communication and presentation skills;
• Excellent problem-solving skills;