What are the responsibilities and job description for the Workforce Management Analyst position at ektello?
Job Description
Workforce Management Analyst
Our client is a global leader in technology, opening new possibilities for people everywhere. Since being established in 1969, Our Client has grown into one of the world’s leading technology companies, and has become recognized as one of the top 10 global brands.
Through relentless innovation and discovery, they are transforming the worlds of TVs, smartphones, wearable devices, tablets, cameras, digital appliances, network systems, and much more.
Position Summary
Our client is seeking a Workforce Management Analyst, to be responsible for forecasting in a highly complex multi-site, (Contact Center) environment, conducting workforce/scheduling, producing forecasts and and addressing, performance and headcount needs
Primary Responsibilities
Preferred Qualifications:
Strong background in forecasting, statistics, people management and analytics in contact center environment
At least 3 years experience in Workforce Management forecasting in highly complex multi-site, multi-skill environment
Workforce/scheduling - forecasting system, producing forecast and Headcount needs - at least 2 years
#IND
Workforce Management Analyst
- Rate: 35.00 /hr.
- Contract Length: 12 month contract multi-extension/ conversion capability
- Location Expectations: PLano, TX
- Ability for Conversion & Extension: YES
Our client is a global leader in technology, opening new possibilities for people everywhere. Since being established in 1969, Our Client has grown into one of the world’s leading technology companies, and has become recognized as one of the top 10 global brands.
Through relentless innovation and discovery, they are transforming the worlds of TVs, smartphones, wearable devices, tablets, cameras, digital appliances, network systems, and much more.
Position Summary
Our client is seeking a Workforce Management Analyst, to be responsible for forecasting in a highly complex multi-site, (Contact Center) environment, conducting workforce/scheduling, producing forecasts and and addressing, performance and headcount needs
Primary Responsibilities
- Administration of WFM system(s)
- Track, analyze and report performance
- Maintain accurate and historical records
- Manage employee information changes
- Manage scheduling process(s)
- Communicate with management and operations team to ensure compliance with client and company contact standards
- Modify call routing and campaigns to ensure contacts are handled and appropriately answered
- Call out BPOs as it pertains to occupancy, Utilization, Service Level, AHT,
- Subject to fill-in for other departments based on business needs
- Perform other duties and assignments as directed
- Establish and maintain communication services across business units or from the project team to the organization.
- Maintain the storage and retrieval of all project communications data and business metrics.
- Review contracts, cost proposals and contract supplements.
- Establish and document business processes.
- Set up project and work breakdown structures.
- Track project budgets and expenditures, monitor transaction controls and costs against budgets.
Preferred Qualifications:
Strong background in forecasting, statistics, people management and analytics in contact center environment
At least 3 years experience in Workforce Management forecasting in highly complex multi-site, multi-skill environment
Workforce/scheduling - forecasting system, producing forecast and Headcount needs - at least 2 years
#IND
