The Workforce Management Analyst is responsible for analyzing call volume trends, preparing forecasts, and providing scheduling recommendations for Charter contact centers.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience
Develop and maintain a comprehensive forecasting and scheduling model, using Workforce Management tools to forecast call volume, create staffing requirements and generate work schedules for contact centers.
Guide and manage indirect reporting relationships with a local Workforce Supervisors and Scheduling Administrators.
Determine yearly, monthly, daily and intra-day workforce requirements by gathering data on contact center statistics, marketing campaigns, system events, etc.
Coordinate and facilitate collaboration with customer care leadership, marketing, technical operations, human resources, finance, information technology, outsource partners and others to capture forecast and staff impacting activities.
Manage forecast results by provide feedback, input and reporting to business partners to develop more scientific and accurate forecasting methodology.
Align call demand with agent supply to achieve key performance objectives (service level, utilization, budgeting, etc.).
Provide long-term forecasts to management and product owners in support of future strategic initiatives.
Conduct workforce simulations to provide advice regarding the impact of business strategies within contact centers.
Perform other duties as requested by supervisor.
Required Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Demonstrated knowledge of Microsoft Excel
Demonstrated knowledge of Microsoft Access
Ability to analyze and interpret data
Ability to communicate orally and in writing in a clear and straightforward manner
Ability to communicate with all levels of management and company personnel
Ability to handle multiple projects and tasks Ability to maintain confidentiality
Ability to supervise and motivate others
Ability to make decisions and solve problems while working under pressure
Ability to prioritize and organize effectively
Ability to show judgment and initiative and to accomplish job duties
Ability to use personal computer and software applications (i.e. word processing, spreadsheet, etc.)
Ability to work independently
Ability to work with others to resolve problems, handle requests or situations
Knowledge of cable television products and services
Knowledge of Aspect eWorkforce Management or similar application (IEX, Blue Pumpkin, etc.)
Knowledge of database applications (SQL, Oracle, Access, etc.)
Bachelor's degree in statistics, business, related field, or equivalent experience
Required Related Work Experience and Number of Years
Workforce management scheduling and forecasting software - 2
Inbound contact center experience - 2
Office environment with 24-hour service capability
Charter Communications is an Equal Opportunity Employer - Minority/Female/Veteran/Disability
Created or Revised Date
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