Workforce Management Analyst at PRI Technology

Responsibilities

• Utilize specialized software tools to manage and forecast staffing levels for multiple lines of business (NICE IEX/InContact, Five9, Genesys, Verint, Excel models, etc.)
• Provide operational and maintenance support of the WFM tool.
• Develop schedules to meet contact volumes and service levels for multiple business teams and communicate work/training schedules for agents to operations management.
• Work with contact center management to ensure agent adherence and/or conformance to schedules
• Recommend schedule adjustments based on staffing needs and provide on-demand reporting to determine staffing levels.

Qualifications

• Bachelor's degree in Mathematics, Business, Statistics, or Industrial Engineering
• Previous Workforce Management experience required
• 1-3+ years of experience in similar workforce management role, including forecasting, staffing, and scheduling required
• Previous experience with established WFM software (NICE IEX/InContact, Five9, Genesys, Verint, Excel models, etc.)
• Prior experience with Salesforce CRM (or similar applications)
• 2-3+ years of Data Analysis experience capturing, storing, and reporting historical statistics.
• 2-3+ years of Excel experience with intermediate knowledge of formula definitions preferred.
• Ability to maintain and create reports in Excel to forecast results and trends
• Skilled in evaluating information and presenting it in a logical manner to select audiences
• Must have strong mathematical and statistical skill set to maintain accurate data reporting and analysis
• Excellent communication skills
• Attention to detail and high level of accuracy
• Strong organizational skills and high attention to detail to meet deadlines in an environment of constantly changing priorities.