Robert Half Accountemps Business Analyst in Atlanta, Georgia
Client in the Atlanta area is seeking a Workforce Management Analyst to join their team on the temporary basis. The candidate will be responsible for:
Develops and delivers content creation for client deliverables and presentations, including quarterly meeting presentations, predictive modeling analyses, monthly executive reports etc. Analyzes forecast trends, AHT, attrition, scheduling scenarios, and sets staffing tolerances per time interval. Builds weekly, monthly and quarterly volume projections, staffing and capacity plans, or reduction plans by account and line of business and monitors forecasting accuracy. Manages the overall work in take process and capacity for the Business Operations team ensuring all requests are documented with delivery dates and needed information. Analyzes historical and actual call arrival pattern for all transaction types in order to drive effective and efficient resource strategy decisions Provides WFM consultations to both serviced and non-serviced Accounts including Client Request for Proposals as requested by Consumer Services and Customer Operations Teams. This involves FTE Analysis, Service Level Analysis Capacity Planning, Service Level projections based on schedule tests, and "what-if" scheduling scenarios. Provides effective recommendations on scheduling all off-phone activities such as team meetings, additional agent training, and all other future schedule exceptions. Identifies and recommends solutions for operational and service problems based on historical volume and staffing analysis and future projections. Responsible for creating, generating and sending weekly views showing projected/FC SLA, recommended Overtime. Develops constant communication with Clients, WFM team and account leadership team on what is expected based on Client forecast, locked forecast, Staffing and Capacity plans and agent schedules. Responsible for determining business staff requirements, developing and monitoring schedules, improving resources and scheduling staff based on the models and business needs.
Qualifications: Strong statistical forecasting techniques Demonstrated ability to handle multiple tasks simultaneously in a fast-paced, constantly changing, deadline-driven environment. Previous experience interacting with senior executives and external professionals at all levels. Proven ability to develop strong relationships with both internal and external constituents. Demonstrated experience creating and/or improving operations processes. Demonstrated previous attention to detail and accuracy in work. Excellent data analysis and problem solving skills for center-wide support Proficient with call center metrics and behaviors. Knowledgeable in statistics, Regression Analysis, and documentation Bachelor's Degree or equivalent work experience. 5 years' experience performing WFM functions (forecasting, scheduling, real-time management) in a multi-site contact center environment (or comparable work related experience). Experience with creating, developing and completing shift bids
Education/ Experience: BS/BA degree in related discipline (Business, Finance or Mathematics) strongly desired or a minimum of 5 years' experience in related field Minimum 5 years' experience in Verint (Blue Pumpkin) and CMS tools Strong relationship management skills required
For confidential consideration, please forward your resume to Caroline.Goode@accountemps.com.
Workforce Analysis, Budgeting - Forecasting, Forecasting & Modeling