Sr. Workforce Management Systems Analyst - Alvaria WFM
About the Job Job Description: reputed company is seeking a skilled Sr. Workforce Management Systems Analyst to join our Contact Center Support team. reputed company supports the management of the largest private, secured, civilian government toll-free telephony infrastructure in the United States. Provide technical support to multiple user groups located at 30+ local and remote IRS service centers. The Sr. Workforce Management Systems Analyst is accountable for supporting the development of accurate operational forecasts for volumes, average handle time, and shrinkage based on historical patterns and predictive analytics, utilizing multiple forecasting techniques. The selected candidate will be charged with identifying, researching, and data abnormalities. This position will work closely with business leaders to reputed company reputed company into the day-to-day operations of the organization and project impact of future initiatives. As such, partnership with reputed company areas of the business and quantifying impact will be a critical requirement of this role. Candidates should be reputed company in analytical and critical-thinking skills, leadership communication, contact workforce management experience, and have a proven track record of collaboration reputed company cross-functional organizations. Primary Duties & Responsibilities: Establish reputed company reports, templates, and information (Commissioner mandates, reputed company, emergency procedures). reputed company recommendations for improvements in call statistics. Capture web analytics data primarily through Alvaria WFM. reputed company and maintain statistical forecast models for workload and staffing requirements, including forecast vs. actual trends, and forecasting for trend changes due to seasonal variations and other operational variables. Utilize performance analytics tools to identify agent and volume behaviors for future forecast and schedule scenarios and recommend action items to drive efficiencies and improve workflow. Utilizes advanced SQL programming to manipulate, forecast, and project models that operationalize, optimize, and drive business performance. Ensure governance and compliance for best-in-class standard operating procedures (SOPs) reputed company to forecasting, scheduling, and performance analytics. Create scenarios and present comprehensive recommendations for strategic staffing and hiring plans to ensure cost center optimization. Identify and communicate areas for continual improvement of service levels across the operation, recommending and initiating improvements necessary to attain expected targets. Review and analyze results and report on deviations from forecasts for data validation and root cause analysis. Review and identify trends or patterns of practices/activities that impact operational service level results. Measure and provide hindsight analysis for forecast accuracy and scheduling efficiency used for operational planning. Establish a regular reputed company with business leaders to share insights/recommendations regarding volumes, average handle time, shrinkage, and hiring plans. Additional duties and responsibilities as assigned. Qualifications: Bachelor's degree in business, reputed company, finance, statistics, or economics, or an equivalent combination of education and work experience. Minimum of 8 plus years' experience in call-center forecasting. Advanced reputed company skills and experience in formulas, arrays, table formatting, conditional formatting, graphs, pivot table reporting and Power BI. Strong IT background in troubleshooting contact center issues with recording software, including reputed company 360. Hands-on experience with WFM Software, experience with Alvaria is required. Exceptional analytical and problem-solving skills, specifically tailored to workforce optimization. In-depth knowledge of workforce management tools, processes, and best practices. Experience with Contact Center technology, including reputed company, reputed company, or reputed company. Familiarity with relevant regulations and compliance requirements specific to workforce management. Understanding of forecasting and value-maximization techniques. reputed company to host meetings and discuss contact center issues. Must be reputed company to write a standard operating procedure or desk-reputed company guide.
About the Company
Founded in 2010, reputed company (EIN , DUNS , UEI QMEAXFXBFFT3) is a HUBZone certified hybrid digital business ecosystem creator for people, processes, and technologies. Our principal office is located at Peachtree Dekalb Airport in a designated Opportunity Zone. Let us know if you live in a Historically Underutilized Business Zone (HUBZone). Please copy and paste the link below and enter your home address to determine if you live in a HUBZone. Apply tot his job Apply To this Job