Workforce Management Analyst

DUTIES AND RESPONSIBILITIES
Manage intra-day staffing levels, schedule changes, and schedule adherence
Monitor real-time inbound and outbound call traffic to detect and resolve issues which could impact customers and associates and then provides immediate feedback to Operations Team
Daily real-time monitoring of outbound dialer campaign performance and/or Inbound agent productive work states to ensure staffing commitments and service levels are achieved
Communicates with leadership throughout the work day to insure targets are achieved
Make real-time adjustments to staffing and/or outbound dialing line forecast in software to provide the most accurate and up-to-date view of staffing forecast to requirements
Coordinate and provide approval for any intra-day scheduling for off the phone activities, such as: team meetings, supervisor coaching, training
Develop and communicate intra-day service level and occupancy analysis
Escalate service level and occupancy issues to the necessary supervisor, manager, or director based on time frame and impact
Utilize and interpret data from report software, spreadsheets, graphs, and flow charts
The Company reserves the right to change or assign other duties to this position as appropriate.
Must be able to perform the essential job duties of the position. Reasonable accommodations will be provided to qualified individuals with disability
Must be able to remain in a stationary seated position up to 85% of the work shift.
Must be able to occasionally move about inside the office to access office machinery, file cabinets or attend meetings.
Must be able to operate a computer and other office productivity machinery, such as a calculator, copy machine, printer, scanner, fax machine.
Must be able to exchange accurate information with co-workers, consumers and/or clients or vendors who have work related inquiries.

EDUCATION AND EXPERIENCE PREFERENCES
High School Diploma required
Associates or Bachelors degree preferred (required in the Philippines)
Minimum of 1-2 years work experience supporting Command Center Inbound/Outbound Operations and/or Resource Management Operations.
Strong organizational and analytical skills
Experience in Microsoft Products such as; Access, and Powerpoint is recommended; Must be highly proficient in Excel.

Demonstrated success with establishing priorities and structuring work load to ensure deliverables are completed on time.