Workforce Management Professional

Job Description

The Workforce Management Professional 2 applies and integrates advanced and predictive analysis, people metrics and reporting to develop strategic and operational insights for workforce decision-making (e.g., staffing, learning and development, talent management, diversity and human resource compliance). The Workforce Management Professional 2 work assignments are varied and frequently require interpretation and independent determination of the appropriate courses of action. The Workforce Management Professional 2 assesses organizational staffing and identifies requirements and solutions to meet workforce objectives.

• Keys daily exceptions requests, updates schedules and responds to escalated issues and ad-hoc requests.
• Coordinates appropriate staffing allocation and availability of call center staff in order to achieve service level objectives.
• Monitors site to ensure optimal staffing levels.
• Facilitates real-time discussions with necessary stakeholders.
• Updates and Maintains Active EMP information within Aspect to ensure Employee information stays up to date.
• Monitors Game plan Adherence and communicates any deviation to responsible Stakeholders / Segment Owners.
• Administers volume contingency action plans as deemed necessary and appropriate. Based on information received from RT Analysts, Stakeholders, and/or Segment Leaders.
• Adjust intraday forecasts derived from understood business drivers to determine required staffing levels by projecting call volumes, call duration, and required staffing levels using current trends and historical data.
• Runs and analyzes reports with the result of making recommendations for adjusting staffing levels / Day of Forecasts to meet departmental productivity goals.
• Completes root-cause analysis to determine and quantify reasons for forecast variance and recommends changes to enhance forecast accuracy and effectiveness.
• Ensures that all reports originating from the department are accurate and reliable.

• Working knowledge of Aspect Workforce Management
• Familiarity with Genesys Cloud ACD
• 5 + years of Workforce Management experience
• Comprehensive knowledge of Microsoft Word, Excel and Power Point
• Excellent written and oral communication skills
• Strong analysis, critical thinking, and analytical problem solving skills
• Ability to handle multiple tasks and deadlines with attention to detail

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender, identity, national origin, disability, or protected veteran status.