What are the responsibilities and job description for the Sr WFM Analyst position at CBE Companies?
Job Description:
A.EDUCATION AND EXPERIENCE PREFERENCES- High School Diploma or its equivalent
- WFM Experience Preferred
- MS Excel Knowledge
- Reporting and Analysis Experience is preferred
- 1st point of contact for any Command Center system and/or resource management related issues
- Maximize occupancy and service levels through real time, intraday monitoring
- Monitor Real-Time Call Statistics and production reporting supporting Inbound and Outbound Command Center Operations
- Data analysis of workforce management reports
- Responsible for pro-active analysis and application of workforce management process, in partnership with Operations
- Collaborate with Operations to assure business objectives are met
- Problem recognition, research, isolation, resolution and follow-up.
- Able to work flexible work schedule, required weekends and holidays as needed
- Set daily goals with assistance of supervisor
- Manage intraday staffing levels, schedule changes, and schedule adherence
- Develop and communicate intraday service level and occupancy analysis
- Ensure schedules are generated on a regular basis to maximize efficiency of resources
- Capture, store, and report on historical statistics
- Provide and create New Hire and Department Shift Bid
- Provide various WFM Presentations such as New Hire Presentation
- Make real-time adjustments to staffing and/or outbound dialing line forecast in software to provide the most accurate and up-to-date view of staffing forecast to requirements
- Communicates with leadership throughout the workday to ensure targets are achieved
- Coordinate and provide approval for any intraday scheduling for off the phone activities, such as: team meetings, supervisor coaching, training
- Escalate service level and occupancy issues to the necessary supervisor, manager, or director based on time frame and impact
- Communicate with the Command Center for any resource management related situations
- Produce Reporting Requirements with the desired level of efficiency, accuracy, and timeliness
- Utilize and interpret data from report software, spreadsheets, graphs, and flow charts
- Process and Maintain client related user access or credentials
- Create Ad-hoc data reports for one-off requirements
- Creates and maintains automated, and self-service reports to provide for data frequently requested
- Creates and maintains instructional documents for all reports
- Assists with administration, maintenance, and enhancement of the reporting infrastructure to enable high value, relevant, informative reporting in a timely manner
- Conduct Monthly Desktop Security Compliance Checks
- Definition of Success in this position:
- Excellent at building collaborative relationships
- Attention to detail
- Analytical Thinking
- Critical Thinking
- Team player
- Ability to be coached and apply coaching feedback through the 360-feedback process
- Willingness to learn and help others
- Successfully demonstrates the ability to work in a fast-paced environment
- Able to adapt to frequent change of call routing skillsets
- Positive attitude with the ability to remain calm in stressful situations
- Flexible to schedule changes and should be open to still take in calls when required
- The Company reserves the right to change or assign other duties to this position as
Appropriate.
- Must be able to perform the essential job duties of the position. Reasonable accommodations will be provided to qualified individuals with disabilities.
- Must be able to remain in a stationary seated position up to 85% of the work shift.
- Must be able to occasionally move about inside the office to access office machinery, file cabinets or attend meetings.
- Must be able to operate a computer and other office productivity machinery, such as a calculator, copy machine, printer, scanner, fax machine.
- Must be able to communicate with consumers and maintain compliance with all federal, state and local laws, rules and regulations.
- Must be able to communicate with consumers and maintain compliance with corporate objectives and standard operating procedures.
- Must be able to exchange accurate information with co-workers, consumers and/or clients or vendors who have work related inquiries.
- Schedule Adherence
- Reports Accuracy and Timeliness
- This position will be measured on the timely performance of the responsibilities herein.
- Assigned projects and deliverables to be delivered based on set expectations
- Development and implementation of resource management processes and reporting
CBE Companies is an equal opportunity employer. We celebrate inclusion and are committed to creating a welcoming environment for all employees.
CBE Companies is an Equal Opportunity/Affirmative Action Employer. CBE Companies is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex (including pregnancy), sexual orientation, national origin, gender (including gender identity and transgender status), genetic information, disability, veteran status or other protected statuses in accordance with applicable federal, state and local laws. Background checks and drug testing required.
