WFM Analyst

As a Planning Analyst, you'll be the master of schedules and forecasts, ensuring resources are perfectly aligned with business demand. Your work will keep operations running smoothly while supporting employee satisfaction through well-planned shifts. This role is ideal for someone who combines analytical thinking with exceptional organizational skills.

Duties and Corresponding Tasks

1. Workforce Scheduling:

o Develop and maintain accurate schedules to align staffing with predicted call volumes and workloads.

• Allocate shifts and breaks in compliance with operational needs and labor regulations.

• Manage shift swaps and time-off requests while ensuring adequate coverage.

2. Forecasting and Resource Planning:

o Use historical and real-time data to refine forecasts and inform scheduling decisions.

o Adjust staffing plans proactively to account for anticipated changes in workload or resource availability.

3. Real-Time Adjustments:

o Monitor daily performance metrics and adapt schedules dynamically to meet Service Level Agreements (SLAs). o Collaborate with Real-Time Analysts to address unexpected absences or workload spikes.

4. Stakeholder Communication:

o Coordinate with managers, team leads, and workforce management to discuss scheduling needs and challenges. o Inform team members promptly about updates or changes to their schedules.

5.Reporting and Analysis:

o Generate regular and ad-hoc reports on adherence, occupancy, and efficiency.

o Analyze scheduling data to identify opportunities for improving accuracy and operational performance.

6. Compliance Management:

o Ensure schedules align with organizational policies, labor laws, and employee contracts.

o Monitor adherence to regulations regarding breaks, working hours, and overtime limits.

7. Employee Engagement:

o Consider employee preferences and work-life balance when creating schedules, within operational constraints.

• Address concerns or disputes related to scheduling in a fair and transparent manner.

8. Process Improvement:

o Review scheduling processes regularly to identify inefficiencies or areas for enhancement.

• Propose and implement process improvements to optimize resource utilization and reduce costs.

9. System Maintenance and Utilization:

o Ensure workforce management systems and scheduling tools are up to date and functioning effectively. o Leverage advanced features of scheduling tools to automate repetitive tasks and enhance scheduling precision.

Requirements

• 3-6 years of experience working as a Planning Analyst or in a workforce scheduling/forecasting role within a contact center.

• Strong knowledge of workforce planning, scheduling, and forecasting processes in a contact center environment.

• Hands-on experience with workforce management

(WFM) tools such as Aspect, Alvaria, JEX, NICE, Verint, or Calabrio.

• Proficiency in data analysis and reporting, including