Workforce Management Analyst
Remote - Successful candidate must live in a state in which Point Broadband operates (AL, FL, GA, MD, MI, OH, TN, TX, or VA)   #LI-remote

Summary:

Maintain a real time view of all contact center KPI's. This includes all contact types (Phone, E-mail, & Chat), agent work state and scheduled activities. This role requires taking initiative, timely and clear communication with the contact center leadership team concerning the contact center's real time overall performance, as well as the ability to work in a fast-paced environment.

Duties and Responsibilities:

• Continuously monitor real-time performance metrics, including contact volumes, service levels, Utilization, average handling time, agent availability, and other key metrics using workforce management software. Identify and immediately communicate with the contact center leadership staff of any performance issues.
• Forecasting, scheduling, and real-time adherence monitoring, ensuring optimal staffing levels to meet service level agreements and customer demand.
• Effectively utilize a variety of WFM tools and technologies, capable of effectively utilizing software to plan, forecast, and report on contact center operations.
• Analyze contact center trends, including call volumes, call patterns, staff productivity, and resource allocation, to inform and optimize workforce scheduling and improve efficiency.
• Drive business efficiency by continuously evaluating and improving workforce management processes, contributing to the organization's ability to support customer needs effectively.
• Collaborate with contact center leadership to understand service level objectives, utilizing WFM analytics to develop strategies that enhance customer service operations.
• Identifies and addresses real-time deviations from schedules, coordinating with management to implement solutions that minimize impacts on service levels.
• Facilitates the communication of scheduling, forecasting, and real-time adherence data to relevant stakeholders, enabling informed decision-making and strategic planning.
• Advocates for and implements best practices in workforce management, staying abreast of industry trends and innovations to maintain a competitive edge in customer support operations.
• Balances operational effectiveness with fostering a positive employee morale and culture, ensuring workforce management strategies not only meet business objective but also enhance job satisfaction and team cohesion.
• Manages a diverse workforce across various locations, encompassing phone, email and chat support channels, for both onsite and remote contact center team-members, ensuring cohesive operations and consistent service quality regardless of communication medium or team member location.
• Other duties as assigned.

Requirements:

• Bachelor’s degree in applicable area or equivalent work experience is required.
• Above average understanding of databases, querying, and reporting; system; vendor, incident, testing, and project management.
• Strong analytical skills with the ability to communicate effectively in both speech and documentation, and the ability to be accountable to our internal customers with strong problem-solving skills.
• Knowledge and experience with SQL, SSRS, and SSIS to query, update, and report on corporate system data.
• Telecommunications experience a plus.
• Learn new processes and skills, grow knowledgeable of systems, and develop proficiency in our company values, organizational requirements, and competencies, needed to thrive in your role.
• Other duties needed to help drive to our vision, fulfill our mission, and abide by our organization’s values.

Physical Demands/Working Conditions:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Regularly required to talk and hear
• Frequently required to sit, stand, bend at the knees and waist, and walk
• Required to use hands to type, handle objects and paperwork
• Required to reach and hold on to items at chest level or reach above the shoulder
• Required to use close vision and be able to focus
• Required to occasionally lift items weighing up to 25 pounds

Benefits:

• Medical (3 plans to choose from), Dental and Vision
• Short Term Disability
• Flexible Spending Accounts
• Company Paid Life as well as Voluntary policies
• 401(k) with generous company match
• Paid Time Off
• Share the Care Paid Time Off
• Paid Holidays
• Uniform/Boot allowance *Applicable by Position*
• Cell Phone Allowance *Applicable by Position*
• Career Progression Opportunities
• Discounted Broadband Services *Where Applicable*