Workforce Analyst

Contact Center - Workforce Management Analyst

about the Company: CEF CEF Solutions, Inc. provides Consulting Services and Business Process Outsourcing (BPO) services specialized in BPO Operations, Operations Management, and Process Engineering / Innovation to clients in the Customer Services industry. We service some of the largest multinational companies in the world and are expanding quickly by delivering an unmatched end-to-end client experience.  

Essential Duties and Responsibilities: 

Analyze and evaluate workforce metrics to improve human resources capacity planning and maximize labor utilization rates. Apply analytics models and projections on organizational staffing.Manage daily / intraday staffing levels according to the business needsRe-run and reforecast Intraday staffing requirements based on actual shrinkagesAssist in managing intraday processes in support of operations to achieve the business objectives of achieving the target grade of service/service level objectives while maximizing efficiency and productivityPrepare VTO / OT guidance and real-time performance trending to ensure that the business is able to maximize its financial capability and achieve business targetsRun real-time Reports helpful in managing intraday service metrics

Necessary Knowledge/Skills: 

Knowledge of the complete WFM processes, specific calculations, procedures, tools and terminologyExperience in analyzing, interpreting, and summarizing complex data as it relates to call center technologies and processesStrong verbal and written English communication skillsStrong analytical and problem-solving skillsAccuracy and attention to detail

Qualification/Experience: 

2 to 3 years of experience in Real-time Workforce ManagementIntermediate to Advanced knowledge on VerintAdvanced knowledge and skill level in Microsoft ExcelProficient in using Microsoft Office SuiteExperience with Tableau is a plus

Nice to have:

Experience in campaign setup and scheduling