Workforce Management Analyst (WFM)

If you're looking to support a Payment Solutions Center, from a workforce management perspective, you have found the right place. The Workforce Management team provides workforce products, technologies, scheduling, forecasting and real time support for the Payments Solution Center contact centers.

As a Workforce Analyst in Payments, you will be responsible for the real time monitoring of day-to-day service levels for multiple Lines of Business' as well as aligning business resources (our employee schedules) to ensure the line of business achieves key performance standards while maintaining the highest level of service to our call-center specialists.

Job responsibilities

• Provide service level oversight through real time monitoring of service levels, ensuring that service level strategies across sites/queues/business functions are complimentary and support overall business strategy
• Identify need to increase or decrease off-phone time and employee movement in order to optimize service levels, communicate changes to call center management, and then implement changes as required
• Plan and influence the participation of all off-phone activities for specialist meetings, coaching, and department initiatives.
• Maintain real time schedules and complete real time analysis
• Complete real time segment entry of incoming requests within predefined guidelines that require analysis of service level
• Tier 1 troubleshooting for business interruption and escalation as appropriate
• Perform root cause and trending analysis using historical performance of knowledge groups to identify areas of opportunity and make strategic recommendations

• 4+ years experience working in large call center, multi-site, or similar environments
• 2+ years experience in a workforce management role
• Advanced knowledge of Call Center Operations, Contact Center Metrics, and Workforce Planning practices
• Excellent written and oral communication skills
• Strength in quantitative analysis, critical thinking, problem solving, and innovation
• Highly detail oriented, ability to work on multiple projects/tasks simultaneously, manage time, and prioritize to complete a project/task
• Comfortable with a fluid business environment, changing job priorities, and working with people at a variety of levels internally and externally with the ability to work independently and/or in a group
• Demonstrated ability to establish productive working relationships with internal stakeholders, with a focus on driving mutually beneficial outcomes
• Experience in using problem-solving techniques to identify and resolve issues, with a focus on improving operational efficiency

• High proficiency in using MS Excel, Alteryx, Tableau reporting
• Experience with collaboration, communication, and presentation skills
• Flexibility with work schedule to accommodate business needs
• Proficient in driving continuous and process improvement initiatives to ensure high-quality client experiences

• Monday Friday; 11am-8pm