What are the responsibilities and job description for the Workforce Planning (WFM) Analyst position at Overseas Adventure Travel?
The Workforce Planning Analyst is responsible for various forecasting, staffing, scheduling, and real-time queue management duties within the Call Center (TRC - Traveler Relations Center). The Workforce Planning Analyst is responsible for forecasting workload and applying the appropriate resources to handle the workload within intended service levels.
Specific Duties :
Raise Hot Issues around Staffing, Call Volume / Abandons, and Agent Performance
Raise recommendations to improve Call Routing
Support TRC Staffing Plan for all areas (Sales / CS) with a focus on 50 min / 35 min TPC Team & Weekends
Day to Day management of Work distribution and agent productivity
Drive TRC Service Metrics Goals
Specific Roles within WFM :
Queue Management : Making sure calls are answered in a timely manner and ensuring outbound work is completed within the goal. Actions might include routing calls from one department to another to cross-trained associates or requesting off-phone time be rescheduled.
Intra-Day Reporting : Reporting our results throughout the day.
Scheduling : Creating and maintaining work schedules and shifts that will meet the needs of the business, as determined by the forecast and company initiatives.
Call Center IT : Troubleshooting and identifying contact center-wide issues and identifying impact to the business, escalating issues to IS leadership and recommending action to resolve, working with IS to fix bugs and implement company initiatives
Forecasting : Analyzing patterns of call volume and average handle time to determine how many associates are needed at any given time to achieve our goals. Assessing the impact of special events.
What We’re Looking For :
2 years of experience in workforce management of operations
Bachelor's Degree or 4 total years of experience
Experience with workforce management and data analysis tools (i.e., Genesys, Tableau)
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