The Sr. Workforce Management (WFM) Scheduling Analyst will report to the Director, Workforce Management in the Aces Operations department. We are seeking a detail-oriented and analytical Scheduling Analyst to join our Workforce Management team. The WFM Scheduling Analyst is responsible for coordinating and managing workforce scheduling to ensure optimal staffing levels. The position analyzes scheduling data to identify trends and areas for improvement and collaborates with team leaders to address scheduling conflicts and ensure coverage. The ideal candidate will have a strong background in workforce scheduling and analysis, with excellent analytical skills and proficiency in scheduling software. Join us and contribute to our mission of maintaining efficient and effective workforce operations.
- Coordinate and manage workforce scheduling to ensure optimal staffing levels.
- Manages future call volume and average handle time forecasting based on business trends and seasonality for schedule weeks.
- Coordinates future scheduling and activities including recurring coaching, team meetings, training, and off-phone work.
- Determine annual paid time off budgets by business unit, make necessary adjustments throughout the year, review and process associate time off and waitlist requests based on these budgets and the associates’ PTO liability.
- Facilitate department shift bids to meet business needs while incorporating a creative blend of schedules that not only meet business needs but are also an employee satisfier.
- Serves as a subject matter expert and workforce management liaison for the service delivery and leadership teams to ensure consistent business goals are achieved.
- Leverage multiple communication methods including face to face, chat, and emails to engage with associates and leaders to keep them informed of WFO-related activities and initiatives.
- Enter data and information into the workforce management systems.
- Gathers, analyzes, and summarizes data from multiple sources in support of disseminating meaningful workforce data and metrics.
- Generate ad-hoc reports as needed.
- Special projects and duties assigned at the direction of management.
- Other duties as assigned.
Education & Experience:
- 5-7 years of Workforce Management experience required.
- Microsoft Office (Word, Excel, PowerPoint, and Outlook) product knowledge
- Strong analytical skills and proficiency in scheduling software (i.e., NICE IEX).
- High School diploma/GED
- Bachelor’s degree in a related field preferred
Skills & Abilities:
- Good judgment, reasoning, and critical thinking skills
- Detail-oriented with strong organizational skills.
- Analytical and interpretive skills
- Excellent oral and written communication skills, including presentation skills.
- Ability to multi-task and function in high volume area and effectively manage deadlines.
- Ability to work in both a team environment and individually.
- Demonstrates ability to effectively communicate with all levels of management and non-management team members.
- Initiative-taking and able to work with limited direction.
Other Requirements:
- Infrequent travel
- Ability to provide personal transportation from time to time
- Occasionally lifts up to 25 pounds
- Prolonged periods of sitting at a desk and working on a computer