Principal Workforce Management Analyst

We are seeking a highly skilled and experienced Principal Workforce Management (WFM) Analyst to join our team. The ideal candidate will be a strategic thinker with a deep understanding of contact center operations, forecasting, scheduling, and real-time management. This role is crucial for optimizing our workforce to meet service level agreements (SLAs), improve efficiency, and enhance the overall customer experience. The Senior WFM Analyst will be responsible for leading complex analysis, providing strategic insights to leadership, and working harmoniously with the Workforce Operations Manager. 

JOB RESPONSIBILITIES

Forecasting & Planning:

• Develop and maintain accurate long-term and short-term forecasts for contact volumes, handle times, and staffing requirements across multiple channels (e.g., phone, chat, email, social media).
• Analyze historical data, market trends, and business initiatives to predict future workload and staffing needs.
• Collaborate with operational leaders to align forecasts with business goals and operational strategies.

Scheduling & Optimization:

• Create and manage optimized schedules for a large workforce to ensure adequate coverage and adherence to service level targets.
• Utilize WFM software to schedule shifts, breaks, and training sessions efficiently.
• Conduct "what-if" analysis to evaluate the impact of different scheduling scenarios on key performance indicators (KPIs).

Real-Time Management:

• Monitor real-time performance of contact center agents and queues, identifying and addressing any deviations from the plan.
• Proactively manage intraday adjustments to staffing, including approving overtime or voluntary time off, to meet service level targets.
• Communicate effectively with contact center supervisors and managers to address immediate staffing needs and operational challenges.

Analysis & Reporting:

• Generate and present detailed reports on key WFM metrics, including adherence, occupancy, service levels, and forecast accuracy.
• Conduct deep-dive analysis to identify root causes of performance issues and recommend actionable solutions.
• Translate complex data into clear, concise, and compelling insights for senior leadership and stakeholders.

Strategic & Leadership Duties:

• Serve as a subject matter expert for all WFM-related inquiries and initiatives.
• Lead or participate in cross-functional projects aimed at improving operational efficiency and optimizing WFM processes.
• Mentor and provide guidance to junior WFM analysts, fostering their professional growth and development.
• Stay abreast of industry best practices, new technologies, and WFM trends to continuously improve our capabilities.

REQUIREMENTS

• Demonstrated expertise in forecasting, scheduling, and real-time management principles.
• Advanced proficiency with WFM software suites, preferably Calabrio
• Exceptional analytical and problem-solving skills, with the ability to work with large datasets.
• Advanced skills in Microsoft Excel (e.g., pivot tables, VLOOKUP, complex formulas).
• Strong communication and presentation skills, with the ability to effectively convey complex information to diverse audiences.
• Proven ability to work independently and as part of a team in a fast-paced, dynamic environment.
• Must reside in the US and have authorization to work in the United States as specified by the USCIS Form I-9

EDUCATION & EXPERIENCE

• Bachelor’s degree preferred, but not required.
• Minimum 5-7 years of experience in Workforce Management within a high-volume contact center environment.
• Experience with business intelligence tools (e.g., Tableau, Power BI).
• Experience with multi-channel and/or global contact center operations.
• Experience with Five9 Call Center or other automated dialer software preferred.
• Certification in a relevant field (e.g., Six Sigma, Lean) preferred.
• Knowledge of SQL or other database query languages is a plus.

Compensation: $85,000-$100,000 annually, depending on experience.

Work Location: Remote

This job description does not include every duty or responsibility.  This is just a general description and is subject to change at the supervisor's discretion.

This is not a contract of employment.  Everyone is responsible for reading and complying with all duties, requirements, and responsibilities contained herein, and any subsequent revisions.

Americor is an Equal Opportunity Employer; we prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.