Work Force Management Analyst

Overview

As a Workforce Management Analyst for Technical Support, you will own scheduling, forecasting, and real-time operations to ensure the right people are in the right place at the right time — maximizing service levels while balancing team capacity and efficiency.

Responsibilities

Key responsibilities

Forecasting & capacity planning Build short- and long-term volume forecasts from historical trends. Model staffing requirements to meet service level targets. Flag capacity risks ahead of peak periods. Align headcount plans with Team Leaders.

Scheduling Build and maintain agent schedules aligned to forecasted coverage needs. Process shift swaps, change requests, and time-off approvals per policy. Block training and coaching time without impacting coverage. Factor shrinkage assumptions into all schedule builds.

Real-time management Monitor intraday queues and agent adherence in real time. Adjust breaks, overtime, and redeployment to protect service levels. Alert Team Leaders to urgent staffing or volume issues. Log and follow up on adherence exceptions.

Reporting & analytics Produce daily, weekly, and monthly reports on service levels, adherence, and occupancy. Analyze forecast accuracy and shrinkage to refine planning models. Share data-driven insights and recommendations with management.

Secondary — collaboration & tools Coordinate off-phone activity with Trainers and Quality Analysts. Administer and optimize WFM tools and system configurations. Maintain accurate records of schedules, exceptions, and headcount changes.

Requirements

Key responsibilities

Forecasting & capacity planning Build short- and long-term volume forecasts from historical trends. Model staffing requirements to meet service level targets. Flag capacity risks ahead of peak periods. Align headcount plans with Team Leaders.

Scheduling Build and maintain agent schedules aligned to forecasted coverage needs. Process shift swaps, change requests, and time-off approvals per policy. Block training and coaching time without impacting coverage. Factor shrinkage assumptions into all schedule builds.

Real-time management Monitor intraday queues and agent adherence in real time. Adjust breaks, overtime, and redeployment to protect service levels. Alert Team Leaders to urgent staffing or volume issues. Log and follow up on adherence exceptions.

Reporting & analytics Produce daily, weekly, and monthly reports on service levels, adherence, and occupancy. Analyze forecast accuracy and shrinkage to refine planning models. Share data-driven insights and recommendations with management.

Secondary — collaboration & tools Coordinate off-phone activity with Trainers and Quality Analysts. Administer and optimize WFM tools and system configurations. Maintain accurate records of schedules, exceptions, and headcount changes.

Key responsibilities

Forecasting & capacity planning Build short- and long-term volume forecasts from historical trends. Model staffing requirements to meet service level targets. Flag capacity risks ahead of peak periods. Align headcount plans with Team Leaders.

Scheduling Build and maintain agent schedules aligned to forecasted coverage needs. Process shift swaps, change requests, and time-off approvals per policy. Block training and coaching time without impacting coverage. Factor shrinkage assumptions into all schedule builds.

Real-time management Monitor intraday queues and agent adherence in real time. Adjust breaks, overtime, and redeployment to protect service levels. Alert Team Leaders to urgent staffing or volume issues. Log and follow up on adherence exceptions.

Reporting & analytics Produce daily, weekly, and monthly reports on service levels, adherence, and occupancy. Analyze forecast accuracy and shrinkage to refine planning models. Share data-driven insights and recommendations with management.

Secondary - collaboration & tools Coordinate off-phone activity with Trainers and Quality Analysts. Administer and optimize WFM tools and system configurations. Maintain accurate records of schedules, exceptions, and headcount changes.

Key responsibilities

Forecasting & capacity planning Build short- and long-term volume forecasts from historical trends. Model staffing requirements to meet service level targets. Flag capacity risks ahead of peak periods. Align headcount plans with Team Leaders.

Scheduling Build and maintain agent schedules aligned to forecasted coverage needs. Process shift swaps, change requests, and time-off approvals per policy. Block training and coaching time without impacting coverage. Factor shrinkage assumptions into all schedule builds.

Real-time management Monitor intraday queues and agent adherence in real time. Adjust breaks, overtime, and redeployment to protect service levels. Alert Team Leaders to urgent staffing or volume issues. Log and follow up on adherence exceptions.

Reporting & analytics Produce daily, weekly, and monthly reports on service levels, adherence, and occupancy. Analyze forecast accuracy and shrinkage to refine planning models. Share data-driven insights and recommendations with management.

Secondary - collaboration & tools Coordinate off-phone activity with Trainers and Quality Analysts. Administer and optimize WFM tools and system configurations. Maintain accurate records of schedules, exceptions, and headcount changes.