Workforce Management Analyst

Founded in 1986, PrimePay is a leading national human capital management (HCM) technology and services provider to businesses ranging from 1 – 5,000 employees. PrimePay delivers highly configurable cloud-based software and services enabling clients to hire and retain great talent, manage and pay their workforce, and optimize their business in an everchanging compliance landscape.

The Workforce Management Analyst (WFMA) ensures the most efficient use of staffing resources to meet customer demands, optimizing for shift and channel. This role will own associate scheduling and real-time adjustments for front-line associates and managers, conducting analysis to continually improve forecasting and processes. The ideal candidate is highly organized, detail-oriented, and passionate about driving efficiency within the Service team.

The Workforce Management Analyst (WFMA) builds and maintains schedules, adjusting for holidays, leave, training sessions, and special events.  Will also monitor real-time, multi-channel contact traffic and staffing, escalating urgent action as needed to ensure service level goals are met.  Will facilitate policy and process alignment, leveraging existing technology or providing recommendations for additional tools.  Will create robust reporting and provide analysis on trends, including contact volume, resource allocation and agent performance, providing business insights to leadership.  Will identify opportunities to optimize the workforce (e.g. changes to scheduling, hiring needs, risk mitigation).  Will assist with forecasting future staffing requirements based on historical data, seasonality, anticipated events, etc.  Will present summaries of variance between forecasts and real-time adjustments, identifying and documenting root-cause to enhance future forecast accuracy

Qualifications:

  • Knowledgeable in call center KPIs and metrics
  • Knowledgeable in omni channel and CRM software
  • Has excellent reporting and analytical skills and a general understanding of operations policies and procedures
  • Possess good troubleshooting, technical, and resolution skills
  • Able to motivate others and resolve conflicts
  • Able to multitask
  • Has working knowledge of PrimePay service offering and how they impact payroll (preferred)
  • 1-3 years of experience in workforce management and/or real time management for contact centers
  • Has familiarity with call center dynamics, including staffing, queues, and performance measurements
  • Adaptable to changing needs and situations in a fast-paced environment
  • Highly motivated, highly organized, detail- and results-oriented
  • Effective, direct, clear, and concise oral and written communication
  • Proven analytical and quantitative skills with an ability to use data and metrics to back up assumptions, develop business cases, and complete root cause analysis
  • Experience with Microsoft Office, particularly Excel

PrimePay offers a comprehensive benefits package that includes medical, dental and vision insurance, 401(k) with matching, paid time off, paid holidays, flexible spending account, life insurance and STD/LTD. 

Company
PrimePay
Posted
10/06/2021
Type
Full time
Salary Range
$56,000.00 - 99,000.00
per Year
Salary range estimated by
Location
Troy, MI 48083, US
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