Workforce management analyst

Position: Workforce management analyst

Location: Skopje Macedonia 

Seniority: Mid-Senior Level

Employment type: Full-time, 2 pm to 11 pm, Monday through Friday

Job function/department: Operations

Reports to: Team Lead (Operations)

About Front Logix Solutions:

Located in Santa Monica, California, USA, and Skopje, Macedonia, Front Logix is an emerging Business Process Outsourcing (BPO) provider that provides businesses worldwide with next-gen customer experience and customer care services that streamlines the way companies engage with their customers. We offer the best human capital solutions for creating stronger relationships, increasing sales, and improving customer retention rates. We partner with our clients to develop workforce strategies that drive customer loyalty. We help them make the most of their customer data, create new customer experiences, and optimize their business processes. By investing in better customer service, our clients find themselves with more satisfied customers who stay happy for more extended periods, all while reducing operational costs.

Position Summary:

The Workforce Management Analyst is responsible for maximizing resources to ensure the right numbers of agents are in the right place at the right time through scheduling and real-time intraday management. This position requires a strong understanding of planning, forecasting, managing demand, and capacity concepts in a contact center environment.

After completing the new hire onboarding, work can be performed from our office or remotely from your home office. 

Duties and Responsibilities: 

• The Workforce Management and Reporting (WFM) Analyst will be responsible for analyzing and reporting on contact volumes and handling times for a multi-skilled contact center and creating schedules that will allow the center to meet its service level, sales, abandonment, training, and budgetary goals
• The WFM Analyst must be proactive, hardworking, and able to meet deadlines within a fast-paced and dynamic environment
• Adjusts weekly schedules based upon forecasted contact volume and handle times
• Approves and schedules time off and overtime based upon the active forecast and intraday
• Assists with maintaining annual vacation schedules based upon forecasts and training needs
• Assists with gathering and analyzing data on the shift/holiday bids
• Also assists with the production and distribution of the shift/holiday bids
• Ensures that service level, abandonment, occupancy, and cost per minute goals are met by monitoring and making adjustments to schedules based upon the active forecast and intraday statistics
• Monitors activities and ensures that agents are adhering to their published schedules 
• Realigns resources in real-time to optimize coverage and service level needs
• Maintains documentation of root causes of service level disruption for forecasting accuracy
• Monitors real-time service levels, queue volume, and agent availability to support service level targets
• Schedules all  training, stand-up sessions, briefings, team meetings, and all other off-phone activities based upon the active forecast and intraday statistics
• Responds to all requests from management and supervisors professionally and promptly
• Shifts contact volume based upon intraday between different workgroups and contact centers
• Assists with the creation of custom reports for management based upon their requests and department needs
• Tracks statistics for all department pilots and projects
• Maintains and distributes all departmental productivity reports based on data by agent, team, and/or department
• Maintains agent information within all departmental databases
• Processes attendance, tracking, and payroll to ensure timeliness and accuracy is at the highest standard
• Create and distribute the WFM Daily Productivity report
• Participate in WFM daily standup sessions
• Assist in maintaining data records
• Monitor, create and distribute Agent Adherence report
• Distribute Hourly Productivity Updates
• Assist with moving call volume between all agents 
• Performs additional tasks as required or assigned

Required Qualifications / Experience / Knowledge:

• Excellent command of the English language, read, write and speak.
• At least two years of contact center WFM experience, including forecasting, scheduling, and real-time adherence
• Demonstrated experience finding multiple solutions to complex problems
• Hands-on experience with WFM software applications
• Strong oral and written communications skills
• Ability to create and maintain professional relationships within all levels of the organization (peers, work groups, customers, supervisors)
• Familiarity with key metrics, service levels, adherence, shrinkage
• Ability to work a flexible schedule based on the operational demands of a 24/7/365 call center environment (days, nights, weekends, holidays)
• Experience with managing competing client needs and prioritizing work plans utilizing good time management
• Ability to manage and prioritize multiple priorities in a dynamic, fast-paced environment
• Strong MS office skills, specifically excel

A competitive compensation package is offered based on qualifications:

• Healthcare coverage
• Vacation and paid holidays
• Location: Skopje, Macedonia 
• Compensation: Based on experience