Workforce Management Analyst

Job Description:Produce and maintain agent schedules based on volume forecasts, skills and work rules.Ensure key performance metrics for the RCA contact centers are being met including but not limited to service level standards, efficiency, productivity, and client key performance indicators Skills/Experience:Leverage workforce management software and call volume history to help manage intraday staffing levels and to determine the most effective methods for staffing adjustmentsUtilize call center tools to observe agents actual state compared to agents scheduled state and provide recommendations / actions based on those observationManage real time inbound call traffic across multiple contact center locations and channels to help ensure that service levels are metPrepare and maintain reports, dashboards and monthly packagesDaily contact with vendors regarding e.g. any fluctuation from our forecast, distributing volumes between vendors or in-house and review capacity planningDrive adherence to expected capacity against actual performance to achieve SLAs and efficiency metric goalsCommunicate changes to incoming contact patterns to operations and broader WFM team? Update and send communications when changes need to be made including but not limited to daily shrinkage, occupancy, and volume spikes Provide assistance to the WFM team as neededMinimum RequirementsMust have at least two (2) years of workforce/contact center management experience.Must be able to troubleshoot, have keen focus and act with a sense of urgency.Must be comfortable working with data in Google Sheets and/or Microsoft Excel.Experience in a fast-paced high-volume call center environment working with phone, email, text & chat/messaging channels are a plus.Will be expected to perform any other duties required according to business need.Preferred RequirementsExperience in a fast-paced high-volume call center environment working with phone, email, text & chat channels.Experience with Assembled Workforce Management software, the Gladly customer service platform and the Slack team messaging platform are a plusNote: Must be available to train for 2-3 weeks from Tuesday-Thursday (20 hours weekly) between the hours of 9:00 AM - 5:30 PM EST.Regular schedule will be Friday (9am - 1pm EST) and Saturday-Sunday - (10am - 6:30pm EST)This is a work from home position, but within driving distance of the Perth Amboy, NJ is preferred