Workforce Management Analyst | Night Shift | Work from Home

About the role

This position will be responsible for insuring optimal forecasting, staffing and schedule compliance levels for existing programs and forecast future staffing needs to support recruitment efforts. In addition, this position will work closely with Program Directors to assess impact of daily absences, changes in call volumes, etc. In addition this position will be responsible for accurately updating and managing multiple databases used to provide efficient workforce management services and data analytics for multiple client teams. The function entails extensive experience in the call center environment with the ability to learn the Aspect eWorkforce Management application.

Key responsibilities

• Provides daily forecasts and schedules for assigned teams
• Works with existing teams to incorporate additional Aspect eWorkforce Management solutions
• Provides hiring needs analysis to existing client teams
• Provides Program Directors proactive staffing recommendations, based on specific client metrics
• Enters agent staffing exceptions/change into Excel spreadsheet daily or weekly, as determined by client
• Updates personal account balances bi-weekly in Aspect eWorkforce Management
• Updates key workforce management metric tracking spreadsheets on shared drive for all client teams
• Updates daily call volume and time updates in Aspect eWorkforce Management for client teams

About you

• Bachelor's degree required
• At least two years of call center experience required
• At least one year Aspect eWorkforce Management software experience preferred
• Exceptionally fluent in English; written and oral communication skills
• Working knowledge of computer technology that includes Aspect eWorkforce Management software and Excel
• Strong understanding and knowledge of the workforce management process and strong analytical skills
• Intermediate to Advanced MS Word, Excel and Outlook as well as Aspect eWorkforce Management Software
• Ability to learn and understand new software and other technology applications
• Exemplary attendance, schedule flexibility, and an aptitude for time management
• Proven experience communicating with peers and associates