WorKforce Analyst I - ELS

The Workforce Analyst forecasts the call arrival pattern, schedules staff to ensure optimum efficiencies. Works to ensure acceptable service levels, abandon rates average handling time, hold and wrap up time. The position is responsible for implement actions plans based on historical data.

• Complete and manage schedule exceptions/adjustments for the company daily.
• Ensures the accuracy and timeliness of data by working time-off, schedule changes, and other types of requests.
• Analyze past call forecast, interval arrival patterns and staffing patterns and provide monthly and other long-range forecasts consisting of required staffing levels to ensure service goals are met.
• Accurately track and manage contact center schedule adherence.
• Measure forecasting accuracy and work to reduce variations in order to ensure performance goals are met.
• Prepare daily/weekly/monthly and ad hoc reports and distribute to Management and corporate representatives.
• Create actions plans mid-long term based on operational needs.
• Elaborate and Coordinates the historical staffing allocation.
• Runs an analysis reports to meet productivity and profitability goals for historical data.
• Schedule and communicate all departmental activities including training, team meetings and other off phone activities to assure appropriate phone coverage and paid to productive.

• Advanced Knowledge of Microsoft , VBA and Power BI.
• Bachelor in Business Administration, Engineer or similar
• Experience with workforce management software and telecommunications is a plus.
• Strong analytical and mathematical skills to collect and interpret data to solve problems.
• Highly organized and can work independently as well as with a team.
• Excellent knowledge of workforce management calculations.
• Technologies and key performance indicators.
• Strong interpersonal skills and the ability to communicate with many different levels of employees.
• Ability to make sound decisions quickly in a fluid work environment
• Excellent oral, written, interpersonal, and organizational skills.
• Ability to multi-task in a fast-paced environment.
• Must be a quick study, detail oriented and possess and enthusiasm to learn.
• Microsoft office proficient level.
• Fast learning abilities and adaptability.