Manager Workforce Planning and Analytics

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POSITION SUMMARY:

The Manager, Workforce Planning & Analytics works to improve workforce management effectiveness by providing scheduling, forecasting, budgeting, real-time monitoring, analytical and operational improvement support to the Contact Center.  This position facilitates call center data analysis, trends, and supporting materials to lead workforce optimization and improvement efforts.  This role is responsible for maintaining and updating forecasts and schedules, analyzing and reporting on operational performance, and developing capacity plans to meet the service level expectations of our clients.  Successful candidates will also implement and optimize the usage of Workforce Management tools within a contact center environment.

POSITION RESPONSIBILITIES:

• Generate and maintain short, midterm, and long-term forecasts for call volume, call pattern, average handle time, staffing requirements, back-office work and other business requirements for multiple skill groups with and without the use of workforce management software
• Utilize specialized software tools to manage and determine optimal staffing requirements, staffing counts, optimal work schedules and meet multi system requirements for service level objectives, forecast staffing levels for multiple call center teams through the use if multiple channels (Inbound/Outbound Phones. Email, Text, Chat).
• Ensure that forecasting models evolve with the business and customer needs and all forecasts are delivered on time and in line with business projection and expectations
• Perform continual daily monitoring and analysis of current performance monitoring via NICE InContact CXOne (noting recent historical trends) and conduct real-time re-forecasting to make necessary adjustments in staffing plans to achieve established SLAs and business objectives
• Provide ongoing Call Center operational analysis, advance planning and scheduling while identifying and implementing changes as necessary to improve the level of quality and efficiency as measured by key business indicators (cost per call, cost per patient, service level, occupancy, etc.)
• Proactively communicate and collaborate with Contact Center Operations teams to achieve internal and external SLAs and to make necessary staffing Work with Senior Director, Patient Support to effectively utilize and integrate NICE InContact and Salesforce. Provide Backup to Senior Director, Patient Support for specific tasks.
• Drive and challenge processes and operations assumptions of how they will successfully execute their plans
• Develop schedules that effectively deliver staffing levels that consistently achieve service level commitments and budgetary objectives
• Oversee proactive scheduling of discretionary activities such as trainings, meetings, and offline activities
• Strategically identify need for modification of current or additional call queues
• Provide workforce management training assistance and introductory presentations, to all teammates to support high-quality customer contacts and improve accuracy and efficiency
• Build, maintain, and train stakeholders on usage of reporting tools and dashboards to enable self-service for internal stakeholders
• Analyze call center performance historical data to determine shrinkage, adherence and occupancy goals and optimum offline activities.
• Complete daily, weekly and end of month reporting on business unit performance and reporting by team in a detailed, timely and accurate manner; provide analysis and operational recommendations based on data and trends
• Provide ad-hoc reports for contact center related data and analyze data making recommendations to management
• Maintain data integrity by identifying, researching, and resolving data quality issues to ensure accurate reporting from all data sources
• Other related duties as assigned and balance multiple priorities with little or no direction.
• Identify what resources are required to implement projects and effectively use project plans to focus work and ensure deadlines are met.

REQUIRED EDUCATION AND EXPERIENCE:

• BS or BA degree or equivalent experience
• Minimum of 3 to 5 years of experience in performing WFM functions (specifically real-time management, forecasting, scheduling analysis and reporting) in a contact center environment
• Proficient with a variety of analytical processes, tools, and approaches
• Ability to create accurate forecasting and scheduling in a Contact Center environment with and without WFM software i.e. use of advanced Excel spreadsheets and ERLANG models
• Advanced proficiency in Excel and other Windows based programs (Word, PowerPoint, etc.), and can organize/analyze data in a structured manner

PREFERRED EDUCATION AND EXPERIENCE:

• Experience with WFM software (Verint /Blue Pumpkin, Nice, InContact CXOne, etc.) that includes real-time adherence
• Knowledge and application of Cloud Based telephony and CRM systems, specifically NICE inContact and Salesforce
• Knowledge of SQL, Microsoft PowerBI, Tableau or Domo
• Strong project management skills

KNOWLEDGE, SKILLS & ABILITIES:

• Demonstrated orientation to process improvement, customer experience and customer satisfaction
• Demonstrate the proactive ability to find and define problems, understand business impact, identify solutions and provide recommendations for corrective action
• Strong quantitative, analytical and technical aptitude skills to produce and modify reports that provide analytical comparisons of data
• Solid understanding of relational database and data management best practices
• Excellent interpersonal skills, competent in dealing with all levels of employees/management and builds strong relationships with teams and all organizational customers
• Ability to effectively, accurately and concisely convey thoughts and concepts, information oral and written form to technical and non-technical people
• Proficient time management skills, manage and engage in multiple initiatives simultaneously, be detail oriented and demonstrate strong organizational skills
• Ability to work independently, establish priorities and demonstrate good judgment skills
• Ability to work under pressure, adapt and excel as a team player in a fast-paced and change-oriented environment
• Ability to balance multiple priorities to meet expected response deadlines
• Advanced computer skills to include Microsoft Office (Word, Excel, PowerPoint and Outlook)
• Willing and able to take the initiative for learning, increasing knowledge and improving skills in a self-directed manner to improve performance and position added value

PHYSICAL REQUIREMENTS:

• Location of job activities 100% inside
• Extensive manual dexterity (keyboarding, mouse, phone)
• Use of phone for communication
• Noise and/or vibrations exposure
• Frequently reach (overhead), handle, and feel with hands and arms
• Sit for prolonged periods of time
• Occasionally stoop, kneel, and crouch
• Occasionally lift, carry, and move up to 25 pounds