Job Description

Senior Workforce Management Data Analyst - Alvaria/Aspect WFM (Remote)



Job Description:

Wisemen Multimedia Corporation, LLC (WMC) is seeking a skilled Workforce Management Data Analyst to join our Contact Center Support team. Our team supports the management of the largest private, secured civilian government toll-free telephony infrastructure in the United States. Responsible for database administration for the IRS Contact Data Center environment. Provided database technical support to multiple user groups located at 30+ local and remote IRS service centers.

 

The Workforce Management Data 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 person will also be charged with creating and maintaining advanced projection models that support our client’s decision-making ability. These models will include advanced statistical analysis. This position will work closely with business leaders to gain insight into the day-to-day operations of the organization and project impact of future initiatives. As such, partnership with all areas of the business and quantifying impact will be a critical requirement of this role. Candidates should be experienced in analytical and critical-thinking skills, leadership communication, contact workforce management experience, and have a proven track record of collaboration within cross-functional organizations.

 

Primary Duties & Responsibilities:

• Create and distribute executive enterprise status reports.
• Establish reports, templates, and information for non-standard ad-hoc, (Commissioner mandates, FEMA, emergency procedures)
• Make recommendations for improvements in call statistics.
• Capture web analytics data primarily through Alvaria/Aspect WFM.
• Develop 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) related 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 cadence 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, accounting, finance, statistics, or economics, or an equivalent combination of education and work experience.
• Minimum of 5 plus years’ experience in call-center forecasting.
• Hands on experience with WFM Software(s), experience with Alvaria/Aspect WFM 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 Cisco, Verint, Nice, or Genesys.
• Advanced Excel 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 Verint 360.
• Strong understanding of Automatic Call Distribution (ACD)
• Familiarity with relevant regulations and compliance requirements specific to workforce management.
• Understanding pf forecasting and value-maximization techniques.
• Able to host meetings and discuss contact center issues.
• Must be able to write a standard operating procedure or deskside guide.
• Develop and deliver presentations for management and executives.
• Make recommendations for improvements in call statistics.
• Capture web analytics data primarily through Alvaria/Aspect WFM.

  About the Company: 

Founded in 2010, we are a minority-owned, HUBZone certified, small business concern and GSA Schedule holder, based in Atlanta, GA. As an enterprise solutions provider, we offer a wide range of consulting and solutions development services designed to help you deploy the right resources at the right time, the first time. With decades of experience, our leadership team leverages modern technology and future concepts to deliver our flagship services with excellence. We specialize in helping commercial clients enhance their capabilities while improving operational efficiency, and we champion efforts to help modernize agencies and reduce government burden. We value all employees and job candidates as unique individuals, and we welcome the variety of experiences they bring to our company. As such, we have a strict non-discrimination policy. We believe everyone should be treated equally regardless of race, sex, gender identification, sexual orientation, national origin, native language, religion, age, disability, marital status, citizenship, genetic information, pregnancy, or any other characteristic protected by law.

Founded in 2010, Wisemen Multimedia, LLC (EIN 27-2836493, DUNS 034-931-168, 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.

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