Work Force Management Analyst

Provalus · Brewton, Alabama

FULL TIME

Job Description

Provalus, part of the OPS brand, is changing the landscape in the technology solutions industry with our innovative go-to-market strategies. Provalus hires and develops the best and brightest talent in rural America to deliver technology and support services for Fortune listed companies.

At Provalus, we are uniquely “purpose driven.” We’re elevating under-served communities by developing untapped talent in rural towns across the U.S. to deliver technology, business, and support services to our clients. We are actively seeking a full-time WFM Analyst to join our growing organization and help further our mission. This role is perfect for a current WFM Analyst with experience supporting a contact center environment and an interest in furthering their career with a rapidly growing, mission-driven organization!

Location Requirement:

This position must be commutable to our Brewton Alabama location

Primary Responsibilities

The position is responsible for analyzing contact center volumes and arrival patterns to determine optimized staffing and scheduling for our teams

Creativity to make sure correct staffing is in place and proper adjustments are made based on the clients' needs

Aggregate forecast information into a comprehensive document to be published with senior leadership for headcount, budget, and capacity planning purposes

Study department work, vacation and absence records (shrinkage) for on-going historical trend analysis and offer recommendations for forecasting purposes

Validate schedules and data relevant to staffing trends and needs in adherence to assigned SLAs and KPIs

Update related team data maintained in the workforce management software and assist Operations with any schedule or staffing information requirement

Monitor hourly call volumes, AHT, and staffing requirements

Monitor, track, and report agent schedule adherence and employee occurrences

Act as cross-functional single point of contact for Workforce Management with Information Technology regarding system-related issues that impact production

Configure and manage inbound and outbound call campaigns and other contact center features as needed

Manage day-to-day IVR performance overall; ensuring calls are routing, recording, and flowing as expected

Ensure the telephony platform is optimized to increase productivity while using your analytical skills to provide operational insights

Manage telephone number assignment, station IDs, and agent skills

Monitor and analyze call center data to identify trends, diagnose problems, optimize performance, and conduct real-time adjustments as needed

Identify customer expectations and unmet needs to create solutions and address gaps to enhance customer experience

Perform other related duties as may be assigned either in support of divisional/departmental goal attainment or for personal and professional training, education or development as programmed by superiors

Apply today if your background includes

Relevant, solid knowledge on Call Center Metrics and Workforce Management policies and procedures (involved RTA knowledge validation thru testing and interview)

Experience forecasting and scheduling in a call center environment

Workforce Management experience in a call center environment is required; i.e. real-time analysis, scheduling, staffing optimization, etc

2+ years of WFM and related IVR (Five9 is preferred) experience in managing contact center solutions

Broad knowledge of contact center and customer service operations

Knowledge of computer applications, including MS Word, MS Excel, MS PowerPoint, MS Access, etc.

Ability to work with minimal supervision with a high degree of accuracy

High aptitude for learning new technologies

Effective communication and interaction skills

Adaptable to change and ability to thrive under pressure

Company	Provalus
Location	Brewton, Alabama
Type	FULL TIME
Niche	Full-time

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