WFM Analyst 2

We are currently seeking a Workforce Management Analyst 2 to become a valuable member of our team, responsible for managing all WFM tasks within our service center. The ideal candidate should possess a solid understanding of workforce management principles and practices, with expertise in planning, scheduling, attendance management, and performance reporting. You should be capable of working both independently and collaboratively as part of a team, demonstrating exceptional communication and customer service skills. As a Workforce Management Analyst 2 at our organization, you will be tasked with various responsibilities to ensure the smooth operation and optimization of workforce management processes. These include preparing timely reports on staff attendance and performance, sharing findings with management for necessary actions, reconciling daily attendance with timesheets, monitoring real-time performance metrics for each Line of Business (LOB), and communicating effectively with the management and operations team to ensure compliance with company standards. Furthermore, you will be expected to analyze PTO submissions, approve or deny them based on operational impact, submit schedule trade requests, manage process modifications and scheduling events, and utilize accurate schedule measurements to drive continuous improvement. Your role will also involve working closely with staff members, management, Human Resources, and Accounting to maintain staff lists, HC reports, and Master Roster updates. The ideal candidate for this position should have at least 4 years of experience in workforce management, including capacity planning, service level analysis, and performance reporting. Proficiency in Excel and other MS Office products is essential, along with a proven track record in a service center environment, preferably in a BPO setting. Experience with WFM Applications such as Teleopti/Calabrio, NICE IEX, Aspect, Verint, or Genesys would be advantageous, as well as advanced Excel knowledge and familiarity with general scheduling practices. Additionally, the successful candidate should possess strong problem-solving skills, conflict resolution abilities, numerical and analytical proficiency, and exceptional attention to detail. Professional fluency in English, both written and oral, is a requirement for this role. At our organization, we are committed to diversity, equity, and inclusion, and believe in providing fair employment opportunities without discrimination based on gender, ethnicity, socio-economic background, disability, marital status, or veteran status. We celebrate and champion our drive towards building an equitable opportunity environment, and our employees join us in embracing these values. We do not request or require any sensitive personal data to be shared with us during the application process.,