Workforce Management Analyst

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Workforce Management Analyst

Full-Time

Location

Work from Home FSM Based - Fort Smith, AR 72903 US
Work from Home LR Based - Little Rock, AR 72201 US (Primary)

High School

Job Description

A Workforce Management Analyst ensures the call center is properly staffed and operates efficiently by forecasting call volume, scheduling staff, analyzing trends, and providing operational insights. This role directly supports service levels, productivity, and the member experience. Support the organization’s mission, vision, and values by exhibiting the following behaviors:
Honesty, Excellence Accountability, Respect, and Teamwork.

• Generate schedules for staff based on forecasted volume and workload to ensure adequate staffing to meet service level goals.
• Analyze call volume trends, productivity, attrition, and historical performance to forecast staffing needs.
• Proactively monitor associate calling behaviors, efficiency, and availability and report deficiencies to operations team in real-time.
• Re-Forecast interval and daily transaction volumes (inbound, outbound), handle times and other production metrics by group and report on actual vs. forecasted volume.
• Make recommendations and help set priorities when planning and scheduling off-phone activities.
• Establish and maintain communication channels to ensure scheduling and resources are met.
• Track intraday performance (adherence, queue activity, attendance) and recommend adjustments.
• Responsible for analyzing and administering schedule optimizations and approving and administering real time exceptions.
• Build and maintain staffing schedules aligned with call arrival patterns to meet service level goals.
• Actively scan for and pursue new techniques, industry practices, learning opportunities, tools, and process improvement opportunities
• Process schedule event activities and adherence exceptions.
• Document work function processes and procedures.
• Produce reports from the workforce management system as requested.
• Ensure data integrity within WFM system.
• Produce dashboards and reports on service levels, AHT, occupancy, shrinkage, and staffing efficiency.
• Collaborate with supervisors to address staffing gaps and performance trends.
• Identify patterns and recommend workforce strategies to improve efficiency and member satisfaction.
• Continuously monitor real-time call center conditions, including service level, queue volume, wait times, agent availability, adherence, and staffing, and recommend immediate adjustments to maintain performance goals.
• Develop staffing plans and workload projections for outbound campaigns based on required call attempts, contact rates, completion deadlines, productivity expectations, and available staffing.
• Develop short- and long-term staffing projections based on anticipated call volume, workload, growth, seasonality, attrition, absenteeism, training requirements, and business changes.
• Track and analyze planned and unplanned shrinkage, including PTO, absenteeism, training, meetings, coaching, system downtime, and other off-phone activities, and incorporate findings into staffing forecasts.
• Measure and report forecast accuracy by comparing projected workload, call volume, handle time, and staffing requirements against actual results. Identify variances and adjust future forecasting assumptions accordingly.
• Identify current and anticipated staffing shortages, overstaffing, service-level risks, and capacity concerns and proactively communicate recommendations to operational leadership.
• Recommend and coordinate intraday staffing actions such as schedule adjustments, movement between inbound and outbound work, voluntary time off, overtime, training adjustments, and other workload-balancing strategies.
• Review, process, and track schedule changes, PTO impacts, shift adjustments, meetings, training, and other activities that affect workforce availability and service levels.
• Assist leadership with workforce planning during system outages, unexpected volume increases, staffing emergencies, weather events, or other business continuity…