Workforce Management Business Systems Analyst

Workforce Management Business Analyst

The Workforce Management Business Analyst serves as the technical and analytical member of the Workforce Management (WFM) team, supporting multiple Contact Center sites. This role owns future forecasting, staffing models, and serves as the subject matter expert for Operations on the workforce management software solutions, accountable for strategic and operational oversight of these business solutions. As the subject matter expert, this position requires technical knowledge of the applications design and implementation to support business and system process changes to drive peak performance.

This position will rely on experience, judgment, business applications and systems knowledge, and technical skill to plan and accomplish goals.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Maintain a rolling staffing and capacity plan including volume forecasts that consider seasonality and holiday fluctuations, average handle time (AHT), shrinkage, and service level assumptions.
• Perform cost-analysis related to various staffing models and assess cost/service trade-offs.
• Proactively makes recommendations to management for the adoption of new technology, industry's best practices, and process improvements.
• Report on staffing deltas, forecasted need, required, and actuals.
• Administers WFM and ACD Configuration across centers (skill groups, precision queues, etc.)
• Ensure routing, reporting and forecasting alignment, maintaining and auditing skills/queues.
• Monitor data feed health (interval volumes, AHT, adherence feeds); resolve defects with Telephony/IT.
• Serve as the liaison with IT for procurement of future Workforce Management software solutions, providing detailed business requirements and participating in the implementation and user acceptance testing.
• Partner with schedulers to convert staffing requirements into practical schedules and time off allocations.
• Creates and maintains related documentation/material pertinent to WFM systems, such as workflow, data, and process flow diagrams, use cases, business rules, etc.
• Perform user support and issue resolution, collaborating with IT/Telephony and external vendors as needed.

Supervisory Responsibilities

No supervisory responsibilities

Client Responsibilities

This is an internal and external client facing position that requires excellent customer service skills and interpersonal communication skills (listening/verbal/written). One must be able to; manage difficult or emotional client situations;
Respond promptly to client needs;
Solicit client feedback to improve service;
Respond to requests for service and assistance from clients;
Meet commitments to clients.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

BS/BA and 6+ years' experience or equivalent combination of education and experience, and 2 years of SME in respective areas

Computer Skills

Demonstrable skills in the following areas:

• Proficiency with data query and Business Intelligence tools (Golden
  32, Toad, PowerBI, etc.)
• Strong working knowledge of relational databases.
• High level of proficiency with Microsoft Excel.
• Proficient in Microsoft Office (Excel, Word, PowerPoint, and Visio).
• Familiarity with Workforce Management systems (Nice IEX, Verint, etc.).

Certificates, Licenses, Registrations

• Certification in business analytics or workforce management a plus

Other

Skills and Abilities

• Thorough knowledge of the software development lifecycle.
• Working knowledge of configuration, administration, security approaches.
• Ability to effectively balance a high volume of work; detailed oriented and organized.
• Ability to appropriately schedule and prioritize multiple projects to ensure timely and effective delivery.
• Excellent problem resolution, judgment and decision-making skills.
• Must be highly motivated, a quick learner as well as the ability to work independently or on a team, driving solutions with minimal supervision.
• Must be flexible and capable of juggling multiple priorities with a willingness to do what it takes to meet critical deadlines.
• Excellent communication (written and verbal) as well as strong interpersonal skills to effectively facilitate meetings and work in a team environment.
• Excellent written and verbal communications skills with emphasis on translating non-technical concepts to technical audiences and vice versa. Outstanding numeric, verbal, written, presentation, logic, and analytical skills.
• Familiarity with PBM business model (plans, programs, and practices) as well as pharmaceutical practices (nomenclature, medications) helpful.

Reasoning Ability

• Ability to solve practical problems and deal with a variety of concrete variables in situations where…