Workforce Optimization Analyst- Skokie, IL

Responsibilities

• Workforce Planning and Forecasting
• Develop and Maintain Staffing Models. Create dynamic staffing models that account for varying workloads, agent availability, and service level agreements (SLAs). Adjust staffing forecasts as needed to account for changes in business operations or unplanned events such as outages or system upgrades.
• Scheduling and Capacity Management
• Create and Maintain Agent Schedules. Design and implement agent schedules that balance business needs with agent preferences and contractual obligations (e.g., full-time vs. part-time, shift rotations, breaks, and time off).
• Ensure that schedules optimize coverage during peak hours while minimizing underutilization during quieter periods.
• Monitor and Adjust Schedule Adherence. Track agent adherence to assigned schedules, including log-in and log-out times, breaks, and shift start/end times. Work with supervisors and agents to correct adherence issues and improve time management.
• Administer Time-Off Requests and Shift Swaps. Manage and process time-off requests, shift changes, and schedule adjustments in a way that minimizes disruptions to service levels. Ensure that time-off policies are followed and that any approved requests are accounted for in staffing forecasts.
• Performance Monitoring and Analysis
• Generate Workforce Performance Reports. Prepare detailed reports that summarize call center performance metrics, including staffing efficiency, productivity, service levels, and KPI compliance.
• Present workforce-related insights and recommendations to management and operational teams to inform strategic decision-making.
• Monitor Key Performance Indicators (KPIs). Track and monitor KPIs such as first-call resolution (FCR), average speed of answer (ASA), and adherence to service level agreements. Analyze gaps between forecasted and actual performance, recommending corrective actions to optimize workforce utilization.
• Workforce Optimization Tools and Systems
• Utilize Workforce Management (WFM) Tools. Leverage WFM software to automate forecasting, scheduling, and real-time workforce adjustments. Ensure data accuracy and system integrity by regularly updating agent profiles, historical call data, and forecast parameters within the WFM tool.
• Implement Automation and Efficiency Solutions. Explore and implement new technologies and processes that enhance

Benefits

Additional Information

Hourly Pay Range: $24.86 - $37.29 - The hourly pay rate offered is determined by a candidate's expertise and years of experience, among other factors. Position Highlights: Sign on bonus: N/A Position: The Workforce Optimization Analyst Location: Skokie, IL Full Time/Part Time: Full-Time Hours: Monday-Friday: 8:00am -5:00pm Required Travel: A Brief Overview: The Workforce Optimization Analyst reports directly to the Sr Manager of Workforce Optimization. This role is responsible for ensuring that the call center operates efficiently by optimizing staff scheduling, forecasting call volumes, and analyzing workforce performance data. This role involves creating staffing models, generating reports, and utilizing workforce management (WFM) tools to balance resources with call demand, minimizing wait times, and maximizing agent productivity. The WFO Analyst works closely with operations teams to forecast staffing needs, develop schedules, and adjust them in real-time based on changing business demands. This position also focuses on analyzing trends in call patterns, service levels, and key performance indicators (KPIs) to make informed decisions that enhance the customer experience while improving operational efficiency. Additionally, the WFO Analyst provides recommendations to management on process improvements, resource allocation, and system enhancements. The ideal candidate has strong analytical skills, proficiency in WFM tools, and a deep understanding of call center operations to ensure optimal resource utilization and service delivery.

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Company Intel

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