Sr. Workforce Management Analyst

The primary purpose of a Senior WFM Analyst is to analyze ACD data via WFM tools and make recommendations to improve ACD/Email/Chat interactions. Operations will benefit from an accurately sized workforce which translates to reduced expenses. In this role the Senior WFM Analyst has various tasks which involve Short Term forecasting, Scheduling Agent Exceptions/Planned Shrinkage, Optimizing Schedules, and Realtime Management. This candidate must have a strong knowledge of scheduling and workforce management principles.

Agent Exceptions:
• All agent time off away from the Interactions (ACD/Email/Chat) are scheduled to avoid degrading the client experience and minimize ASA.

Weekly Planning:
• The Senior WFM Analyst will prepare the forecast for the upcoming weeks, pull the managers together in a Weekly Planning Session and involve the leaders in adjusting schedules, coverage and exceptions in order to minimize ASA impacts.

Realtime Management:
• Realtime Management involves monitoring a real time display of all interactions in Queue (calls, email, chat), agent status, and advising and assisting Leaders when interactions are in queue for an excessive length of time. The Senior WFM Analyst will analyze ACD data and provide feedback to leaders real-time.

Daily Huddles:
• Twice Daily WFM Analyst will pull the leaders from all 3 GDS together to review past performance, current trending and what the daily outcome looks like. This is a critical time to review any staffing, system, vendor (Airline/Hotel) issues and what actions we should take immediately in order to positively impact ASA.

• Computer skills, experience with standard WFM tools such as TeleOpti, Verint, or IEX.
• Understanding of ACD concepts, and basic administration.
• Analytical skills involving, ability to look at ACD/WFM tool data and make decisions around staffing and scheduling of staff.
• Ability to work in a very fast paced environment, good time management skills required.
• 5 years of Contact Center Workforce Management experience

Internova Travel Group is an Equal Opportunity Employer. We make employment decisions without regard to age, race, religion, national origin, gender, disability, veteran status, genetic information, sexual orientation and gender identity or any other protected class.

Our benefit offerings include medical insurance, meal tickets, transportation allowance, paid time off, discounted employee travel options, access to LinkedIn Learning webinars and courses

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