Workforce Management Analyst II

The Workforce Management Analyst II serves as the subject matter expert regarding workforce management processes and procedures. They are responsible for the scheduling and real-time monitoring of contact center performance. This role will support customer service leadership by identifying service level gaps and recommending actions to improve performance. They will also provide training and support to less experienced members of the team to drive core efficiencies.

JOB DUTIES

• Collaborate with contact center leadership and other departments to provide strategic recommendations for event coordination as well as handle the organization and updating of schedules as needed

• Serve as subject matter expert to agents and contact center leadership regarding WFM scheduling and/or contact center telephony configuration

• Troubleshoot and resolve if possible software configuration issues and make decisions regarding to escalate to external vendors for resolution

• Respond to agent and contact center leadership inquiries within SLA parameters

• Analyze current staffing to provide recommendations regarding shift changes and weekend staffing for Core groups as well as smaller, Specialty teams

• Design training documents and recommend processes to improve WFM and/or contact center efficiency and procedures

• Manage annual agent time off bid across all supported groups as well as determine and administer hourly paid time off availability

• Administer shift bids as required by determining new optimized schedules, calculating rank for participating agents, and implementing bid process through Verint

• Design and create new contact center reports as needed as well as perform analysis on contact trends and performance

• Perform other duties as assigned

• Conform with all company policies and procedures

REPORTING RELATIONSHIP

Workforce Management Team Leader US

Knowledge

• Intermediate level experience with MS Excel (ie Pivot tables, V-lookup, etc)

• Experience with various workforce management solutions and phone switch monitoring applications required (Verint 360, Avaya CMS, or Genesys preferred)

Skills

• Attention to detail, follow-through, and accountability

• Demonstrated ability to multi-task in a fast-paced team environment

• Excellent communication skills, both oral and written

• Proven time-management skills

Education

• High School Diploma or equivalent required

• Bachelors Degree in related field or equivalent work experience preferred

Experience

• 2-4 years of workforce management experience required

Working Conditions

• Normal office environment subject to stressful situations

• Flexible schedule with possibility of working long hours including weekends/holidays, occasional overtime or split shifts may be required

• Limited travel may be required to support business needs

• Strong focus on providing quality service to internal and external customers

Requisition ID: 2022-41240

External Company Name: GM Financial

External Company URL: www.gmfinancial.com

Street: 4001 Embarcadero