Workforce Management Analyst

BASIC PURPOSE: Responsible for real-time and/or intraday management of resources to ensure the correct number of agents are scheduled to answer forecasted volume of incoming calls at the desired service level.

POSITION RESPONSIBILITIES:

• Monitoring and maintaining agent adherence across multiple lines of business using NICE WFM and Avaya CMS. Work closely with team leaders to address adherence issues.
• Monitoring call volume, daily attendance, and break schedules to maintain efficient distribution among all available resources.
• Manning the ResOperations phone line where team members call in to report absences, late arrivals, early departures, etc., verifying team member's availability of PTO hours to cover such exceptions and updating NICE WFM accordingly to ensure an accurate export to PeopleSoft Time & Labor.
• Process/approve time off and schedule change requests within established guidelines.
• Coordinating off-phone agent activity scheduling, such as team meetings and training events.
• Logging downtime for home-based team members experiencing connectivity issues.
• Communicating the availability of overtime or leave without pay and updating team member schedules as they sign up.
• Maintains agent skills updated according to established skill profiles/levels by line of business. Makes ad hoc adjustments to skills as needed to address call handling issues.
• Assist with the reconciling and approval of payroll hours for supported lines of business.
• Performs other job-related duties as assigned.

KNOWLEDGE AND EXPERIENCE:

EDUCATION: Bachelor's Degree or equivalent combination of relevant background and work experience.

EXPERIENCE: 2 years of call center experience. Call center monitoring, staffing and scheduling experience preferred. Workforce Management or other WFM software experience preferred.

KNOWLEDGE & SKILLS:

• Thorough knowledge of the NICE WFM system related to real-time management.
• Avaya CMS Supervisor real-time & historical reporting experience preferred. Proficiency in Microsoft Office Suite with emphasis on Excel.
• Strong analytical skills with ability to identify trends, provide recommendations & reporting for leadership.
• Excellent organizational skills and attention to detail. Excellent communication skills, both written and verbal, used to effectively communicate with a diverse range of team members and leadership.
• Position is home-based and candidate must be available to work within the Call Center's current hours of operation: 8am to midnight Monday-Friday and 830am to 9pm Saturday & Sunday, Eastern Standard Time.

The salary range for this position is: $50,400-$63,000 plus individuals may be eligible for an annual discretionary bonus. Actual compensation within the range will be dependent upon the individual, skills, experience, qualifications and location, and applicable employment laws.

To Executive Search Firms & Staffing Agencies: NCLH does not accept unsolicited resumes from any agencies. All unsolicited resumes will be considered NCLH property, and NCLH will not be obligated to pay a referral fee. This includes resumes submitted directly to Hiring Managers without contacting the NCLH Human Resources Talent Acquisition Department.