Sr. Workforce Management Analyst - Internova Travel Group

The primary role of the Sr. Workforce Management Analyst is to analyze automatic call distributor (ACD) data via WFM tools and make recommendations to improve ACD/Email/Chat interactions. Operations will benefit from an accurately sized workforce which translates to reduced expenses. In this role the Sr. Workforce Management Analyst has various tasks which involve short term forecasting, scheduling Agent exceptions/planned shrinkage, optimizing schedules, and realtime management. This candidate must have a strong knowledge of scheduling and workforce management principles.

The salary range on this job posting/advertising has been developed to give applicants a wide range to comply with pay transparency laws in all states and geographical areas.  Many factors, such as years of experience, geographical location, budget etc. are considered when determining the starting rate of pay.  The salary range posted represents the pay range for U.S. candidates.  If the job posting indicates that the role is available for international candidate consideration, the salary range will be based on the local market for the country where the candidate would be working.

This role may be eligible for an incentive, commission, bonus, or a discretionary bonus program based on the company’s financial goal achievement and individual performance.

Agent Exceptions

• All agent time off away from the Interactions (ACD/Email/Chat) are scheduled to avoid degrading the client experience and minimize average speed of answer (ASA).

Weekly Planning

• The Senior WFM Analyst will prepare the forecast for the upcoming weeks, pull the managers together in a weekly planning session and involve the leaders in adjusting schedules, coverage and exceptions in order to minimize ASA impacts.

Realtime Management

• Realtime Management involves monitoring a real time display of all interactions in Queue(calls, email, chat), agent status, and advising and assisting Leaders when interactions are in queue for an excessive length of time. The Senior WFM Analyst will analyze ACD data and provide feedback to leaders realtime.

Daily Huddles

• Twice daily WFM Analyst will pull the leaders from all 3 GDS together to review past performance, current trending and what the daily outcome looks like. This is a critical time to review any staffing, system, vendor(Airline/Hotel) issues and what actions we should take immediately in order to positively impact ASA.

• 5+ years of contact center Workforce Management experience
• Computer skills, experience with standard WFM tools such as TeleOpti, Verint, or IEX
• Understanding of ACD concepts, and basic administration
• Analytical skills involving, ability to look at ACD/WFM tool data and make decisions around staffing and scheduling of staff
• Ability to work in a very fast paced environment, good time management skills required

Our benefit offerings include choice of two medical plans and two dental plans, vision insurance, flexible spending accounts (FSAs), company-paid life insurance and AD&D, optional additional life insurance and AD&D, disability insurance, paid parental leave, paid time off, 401k Plan with company match, discounted employee travel options, access to LinkedIn Learning webinars and courses. Discounted pet insurance and auto, home, & renters insurance.

Internova Travel Group is an Equal Opportunity Employer. We make employment decisions without regard to age, race, religion, national origin, gender, disability, veteran status, genetic information, sexual orientation and gender identity or any other protected class.

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