The Sr. Analyst, Workforce Management position is responsible for analysis of key factors driving staffing and labor costs within a contact center network. The Sr. Analyst makes decisions based upon the data collected and reports the impact of such decisions, needs to be proactive in determining long and short term staffing needs and the allocation of those resources to achieve business service levels. This position also assists with contingent labor relationships with outsource vendors, drives strategy, cost management, continuous improvement, innovation, performance, and contractor life cycle management for strategic vendors, ensuring compliance to accomplish goals. Communicates system changes, helps coordinate training, on boarding and off boarding, and identifies service delivery issues and provides solutions as needed. The position works closely with our internal WFM team, quality assurance, training, contact center operations and key contacts of our outsource vendors.
MAJOR TASKS, RESPONSIBILITES AND KEY ACCOUNTABILITIES
- 40%- Workforce Management analytics and oversight: Collaborates with real time, scheduling, and forecasting teams to manage primary service lines. Evaluates support options and processes to ensure productivity and optimal occupancy. Recommends improvements of WFM processes.
- 50%- Outsourced vendor management: Primary point of contact for contract terms/conditions, invoicing, communicating and measuring SOW/MSA deliverables, measurement of key performance indicators and service levels. Ensures vendor compliance with Company and governmental policies.
- 10%- Participates in cross-functional initiatives to support overall business strategy. Works with business leadership to provide operational and strategic insight and to receive feedback on WFM processes.
NATURE AND SCOPE
- This position reports to the Senior Manager of Workforce Management.
- This position has no direct reports.
ENVIRONMENTAL JOB REQUIREMENTS
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Typically requires overnight travel less than 10% of the time.