Workforce Management, Senior Analyst at Relativity (Chicago, IL or Remote)
Role Responsibilities
- Design and deliver modernized resource planning services to our global support teams to optimized staffing which will drive efficiency, SLA performance, and customer satisfaction
- Translate the business forecast and delivery strategy into capacity planning and interval staffing requirements to meet forecasted volume and achieve expected service level goals
- Perform real-time monitoring of inbound phone and email channels to ensure the team is adequately staffed and adhering to expected activities to meet customer demand
- Assess real-time the teams’ performance toward service level goals and make quick decisions on resource adjustments as needed to ensure those goals are achieved daily, weekly, and monthly
- Be strategic in approaching complex situations by anticipating changes required, proactively forecasting outcomes in advance, and making recommendations to management
- Develop and lead initiatives aimed at improving and implementing best practices in productivity and decisions regarding contact center strategies
- Develop reporting structure that allows for data to be presented in a clear, easily understood, and actionable format
- Partner with Global Support leadership and Operations peers to identify data-driven opportunities for further workforce optimization
- Act as an expert for WFM and telephony software (NICE InContact), as well as other key programs owned by the department as needed
- Collate and share performance results with stakeholders, including standardized reports on a daily, weekly, and monthly basis
- Report on departmental and team goals, maintain dashboards, and provide data analysis to your leader to make strong recommendations that meaningfully contribute to Relativity’s Global Support strategy.
- Support operational processes that enable Global Support leaders to make data-driven decisions, especially in planning for coverage, staffing analysis, and department goals.
- Adhere to best practices in reporting and data quality that allow the Global Support team to accurately report on key activities.
Preferred Qualifications
- Ability to manage high pressure situations
- Ability to set and communicate team and individual goals and communicate strategy, tactics and behaviors required to achieve those goal
- Experience with NICE InContact software
- Experience in a SaaS environment
- Change agent: natural at embracing change and leading people through ambiguity and transformation
Minimum Qualifications
- At least 3 years of experience in Workforce Management, preferably in contact centers with at least 50 employees in multi-site, multi-skill environments who perform more complex technical work
- Experience with Workforce Management software and methodologies (forecasting, scheduling, performance tracking, reporting)
- Experience with Workforce Management software and methodologies (forecasting, scheduling, performance tracking, reporting)
- Must be flexible on working hours to attend meetings with a global team across a variety of time zones
- Ability to work independently and efficiently with minimal supervision in a high productivity and time sensitive environment, demonstrating excellent organizational skills and attention to detail
- Exceptional skills in Microsoft Office with an emphasis on Excel
- Experience with Tableau
- Experience with Salesforce
- Experience in a SaaS environment
- #LI-Remote