WFM Analyst, Scheduling

Job ID
23127
Category
Customer Care

Job Description

As a WFM Analyst, Scheduling you will support Vistaprint’s contact centers operations with a blend of technical and business expertise. You will collect and analyze multi-faceted data using advanced methodologies from our workforce management and reporting tools. The WFM Scheduling Analyst will also recommend staffing plans to management to ensure optimal service levels. The specialist will be responsible for all aspects of scheduling; including but not limited to training, meetings, and other off-phone activities. The resource will ensure that the agents’ schedules align with the contact volume distribution and plan effectively for all offline activities. This role reports to the WFM Manager.
 
 
Your role will include:  
- Leading end to end scheduling and medium term planning activities for Vistaprint’s contact NA centers supporting 800+ agents.
- Managing relationships with our Global Analytics & Marketing teams to ensure accurate forecasts.
- Forecasting workload requirements in a multisite & multi-channel (Inbound, Outbound, Chat, Email, Social Media and Video) contact centers
- Compiling statistics, interpreting large data sets and taking appropriate action to support company goals and objectives.
- Analyze AHT, Concurrency and shrinkage trends to create appropriate targets for requirement building.
- Evaluating the forecasted contact volume, and generating requirements to staff the various Lines of Business appropriately.
- Analyzing key data, to ensure that trends and exceptions impacting performance are highlighted proactively; analyzing of staffing, handle time and contact forecasting accuracy.
- Carry out on-going scheduling adjustments as necessary.
- Assisting in the reporting of the accuracy of capacity and scheduling data by the use of various tools and models (Erlang c, real life data, simulation modeling).
- Responsible for the proactive scheduling and planning of training initiatives.
- Developing impact assessments and what if scenario models.
- Identify own development needs relating to current role, plans and own personal development objectives. 
 
In return, you will bring:  
- Minimum Associate degree in Statistics or related field (Bachelor’s preferred) or 2 years’ work experience in WFM or a similar field, or participated in the scheduling internship
- Must have experience in scheduling large groups of employees (200 or more)
- Working knowledge of risk analysis and use of analytical techniques in problem-solving
- An understanding of call center tools (ACD, IVR, CRM, Workforce Optimization tools, Etc.)
- Excellent interpersonal and customer interaction skills to include (verbal and written) communication and presentation skills.
- Proven experience working independently and taking initiative
- Excellent organizational skills and ability to manage multiple and changing priorities
- Contact Center Workforce management experience.
- Sound analytical thinking with strong problem solving and decision-making skills.
- Possess in-depth knowledge of contact center operational management & workforce management methodologies and principles.
- Expert computer skills with software programs such as MS Excel, Access, Project, Word, Power Point.
- Creative approach to problem-solving and team collaboration.
- Ability to achieve results through others in a positive fashion that balances the interest of the business and benefits employees.
- Superb interpersonal and communication skills.
- Highly results oriented and comfortable in a fast paced, high-stress production environment.
- Additional Requirement not obligatory: SQL Server.
- Must be available to work any shift that falls within our operating hours which spans 24 hours, seven (7) days per week

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