Workforce Management Analyst

Workforce Management Analyst

Posted On: 7-16-2015
Position Title: Workforce Management Analyst
Department: Fulfillment Operations
Status: Full-Time
FLSA Status: Exempt
Supervisor’s Title: Fulfillment Operations Manager

ANGIE’S LIST

Apply at careers.angieslist.com

GENERAL DESCRIPTION OF POSITION
Candidate will serve as Workforce Management Analyst in a Contact Center environment responsible for all WFM tasks within the Fulfillment department. Key responsibilities will include attendance and scheduling functions, as well as preparation of bi-weekly payroll.

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Prepares intraday reports on staff attendance.
  • Reconciles attendance daily with employee timesheets against schedule and time in/time out reporting.
  • Manages changes to scheduling to ensure adequate daily resource coverage.
  • Communicate with management and operations team to ensure compliance with company standards.
  • Maintain running report of attendance incidents.
  • Ensures hours are accurately accumulated and categorized in a format compatible with company and department payroll procedures.
  • Analyze PTO submissions and approve/deny based on their effect on operations.
  • Monitor attendance and schedule adherence.
  • Processes schedule trade requests for posted schedules
  • Processes management requests for modifications of scheduling events (meetings/training, etc.).
  • Use accuracy of schedule measurements for continuous improvement, including making recommendations to improve scheduling efficiency and team member satisfaction.
  • Provides analytical support for special projects.
  • Collaborate with Fulfillment Operations Department Management on identifying opportunities to further optimize our workforce.
  • Communicates and works with staff members, management, Human Resources, and Accounting.
  • Performs any other related duties as required or assigned. 

KNOWLEDGE, SKILLS AND ABILITIES:

  • 2-5 Years experience in Workforce Management, preferably in contact centers with at least 50 employees.
  • Bachelor degree preferred, or 3 plus years relevant work experience.
  • Experience with Workforce Management software (scheduling, performance tracking, reporting)
  • Demonstrated strong analytical skills, with emphasis on forecasting.
  • Ability and willingness to learn new software applications.
  • Skills in complex problem solving, judgment, critical thinking and decision making.
  • Ability to be highly organized with an emphasis on accuracy and timeliness.
  • Ability to organize information and have attention to detail and accurately follow procedures.
  • Ability to work alone with minimum supervision and with others in a team environment, occasionally under time pressure and on several tasks at the same time.
  • Ability to effectively communicate orally and in writing with co-workers, management team, other Departments, vendors, and outside agencies, including being sensitive to professional ethics.
  • Ability to sit the entire work day viewing a computer monitor.
  • Ability to work occasionally evenings and weekends to meet deadlines.