Workforce Manager Analyst

  • Agent24, Inc.
  • Denver, CO, United States
  • Apr 05, 2017
Full time Call Center Management Travel Industry

Job Description

Overall job summary -

Candidate will serve as Workforce Management Analyst in a Contact Center environment responsible for all WFM tasks within the Operations department. Key responsibilities will include attendance and scheduling functions, as well as preparation time sheets for bi-weekly payroll.

Key Duties and Responsibilities - 

  • Prepares intraday reports on staff attendance
  • Maintain running report of attendance incidents.
  • Issue Performance Improvement plans as it relates to attendance
  • Reconciles attendance daily with company Timeclock against schedule and time in/out and AUX modes
  • Manages changes to scheduling to ensure adequate daily resource coverage.
  • Communicate with management and operations team to ensure compliance with company standards.
  • Ensures hours are accurate and compatible with company and department payroll procedures.
  • Review PTO submissions and approve/deny based on operational needs
  • Monitor attendance and schedule adherence.
  • Processes schedule trade requests
  • AdHoc reporting as needed by management
  • Processes management requests for modifications of scheduling events (meetings/training, etc.).
  • Use accuracy of schedule measurements for continuous improvement, including making recommendations to improve scheduling efficiency and team member satisfaction.
  • Provides analytical support for special projects
  • Collaborate with Operations Department Management on identifying opportunities to further optimize our workforce.
  • Communicates and works with staff members, accounting, HR and management.
  • Performs any other related duties as deemed necessary by management

Skills/Knowledge Required -

  • Experience with Workforce Management software (scheduling, performance tracking, reporting)
  • Demonstrated strong analytical skills, with emphasis on forecasting.
  • Ability and willingness to learn new software applications.
  • Skills in complex problem solving, judgment, critical thinking and decision making.
  • Ability to be highly organized with an emphasis on accuracy and timeliness.
  • Ability to organize information
  • Strong attention to detail
  • Ability to work alone with minimum supervision and with others in a team environment, occasionally under time pressure and on several tasks at the same time.
  • Ability to effectively communicate orally and in writing with various departments,
  • Ability to sit the entire work day viewing a computer monitor.
  • Ability to work  occasional evenings or weekends as we are a 24x7 operation

Experience -

  • 2-5 years’ experience in Workforce Management, preferably in contact centres’ with at least 50 employees.
  • Bachelor degree preferred, or 3 plus years relevant work experience.

Other - 

  • Attend bi-weekly Operations meetings
  • Train new staff on Time clock and use of WFM tool




Minimum Travel Experience Required