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
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