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WFM Analyst

| Chicago

This position is responsible for tactical planning and schedule adjustments, intra-day management, and historical trend analysis to ensure the call center achieves service levels and key performance indicators on a daily and interval basis. This position requires the ability to optimize resources to achieve business objectives and to demonstrate a strong understanding of how planning/forecasting staffing requirements translate to the creation of optimal schedules and real-time (intra-day) management. Daily and ad-hoc report generation, intra-departmental communication and relationship building are key aspects of this role. This role will act as a communication bridge that will connect WFM, Program Operations, and various technical teams to develop data driven recommendations and troubleshooting. 

Responsibilities:

  • Provide real-time monitoring via available tools (Verint Real-Time Adherence, Five9 Supervisor, etc.) and workforce management techniques to make intra-day adjustments in an effort to maximize resource efficiency and achieve service level goals / business objectives.
  • Perform continual analysis of current performance (noting recent historical trends) and conduct real-time re-forecasting to make necessary adjustments in staffing plans and coordinate with Program teams to achieve service level goals/business objectives for a multi-site operation.
  • Analyze data on customer and agent trends to recommend increasingly optimized workforce/workflow solutions in line with established KPIs (inclusive of resource and shift modeling).
  • Generates and evaluates staffing schedules, and ensures data updates into scheduling system.
  • Coordinate the sensible implementation of staff scheduling requests including swaps, PTO approval, leaves of absence; working to maintain a balance between employee needs and volume demands.
  • Balance departmental workload and workforce to meet departmental KPI's.
  • Develop and communicate trend reporting and data analysis of workload and agent performance to leadership.
  • Document/maintain all Workforce Management and Contact Center software processes and procedures and communicate with agents to ensure schedule and activity adherence.

Skills and Experience:

  • One to two years of experience in contact center environment performing WFM functions (specifically real-time management) in a multi-site, multi call type contact center environment is preferred.
  • Advanced knowledge of workforce optimization software preferred. Specific and recent real-time experience with NICE/IEX, Verint, inContact, Callabrio, or a WFM schedule management system as well as telephony platforms (Five9, Avaya, Cisco, inContact, Genesys, etc.).
  • Must have a good working knowledge of Excel (pivot tables, etc.) and other Windows based programs (Word, PowerPoint, etc.), and have the ability to organize/analyze data in a structured manner.
  • Demonstrates the proactive ability to find and define problems, understand business impact, identify solutions and provide recommendations for corrective action.
  • Must possess the ability to work independently, establish priorities and demonstrate good judgment skills.
  • Bachelor’s degree or equivalent business experience is preferred.

Perks and Benefits:

  • Open vacation policy
  • 401k program with company match
  • Medical, dental, vision, and life insurance benefits
  • Flexible spending accounts
  • Commuter and transit benefits
  • Professional growth opportunities
  • Casual dress code
  • Generous employee referral bonuses
  • Happy hours, ping-pong tournaments, and more company-sponsored events
  • Subsidized gym memberships
  • GoHealth is an Equal Opportunity Employer
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • ConfluenceManagement
    • JIRAManagement
    • WordpressCMS

Location

Our company is in the River North area with plenty of coffee shops and restaurants. GoHealth is near the Chicago Brown line and bus stops close by.

What are GoHealth Perks + Benefits

Culture
Eat lunch together
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Child Care & Parental Leave Benefits
Flexible Work Schedule
Family Medical Leave
Company sponsored family events
Acme co. sponsors family oriented events Semi-annually.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Happy Hours
Pet Friendly
Acme Co.'s pet policy is Occasional bring your pet to work days.
Fitness Subsidies
Professional Development Benefits
Diversity Program
Lunch and learns
Acme Co. hosts lunch and learn meetings once per quarter.
Cross functional training encouraged
Promote from within
Mentorship program
Our mentorship program includes Career mentoring.
Customized development tracks

Additional Perks + Benefits

Happy hours, ping-pong tournaments, and more company-sponsored events. Gym Membership Subsidies
Company Sponsored Health & Wellness Initiatives. Employee Referral Bonuses. Open Vacation Policy.

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